Guest Experience Specialist — Front Desk

Lotus Management; Santa Cruz (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

Lotus Management in Santa Cruz, CA, seeks a Front Desk Clerk to represent the hotel for guests across all stages of their stay. Registers guests, assigns rooms, handles pre-registration and blocking of reservations, and communicates room status with housekeeping and maintenance.

You will use suggestive selling to promote services, manage payments, and ensure policy compliance. Strong sales-minded communication is essential, with knowledge of room types and rates and the ability to respond

Qualifications

• High School diploma or higher level education.

Responsibilities

• Registers guests and assigns rooms.
• Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room key cards.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager of assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts.

Education

High School diploma or higher level education

Job description

Lotus Management in Santa Cruz, CA, seeks a Front Desk Clerk to represent the hotel for guests across all stages of their stay. Registers guests, assigns rooms, handles pre-registration and blocking of reservations, and communicates room status with housekeeping and maintenance.

You will use suggestive selling to promote services, manage payments, and ensure policy compliance. Strong sales-minded communication is essential, with knowledge of room types and rates and the ability to respond