Guest Service Agent

Morgans Originals; Burbank (CA); On-site; USD 35,000 - 50,000; Full time

Job summary

Join a dynamic hospitality team at a leading hotel brand, where you'll create welcoming experiences for guests. This role emphasizes customer service, communication, and teamwork, with opportunities for professional growth in a creative environment.

Benefits

Competitive package

Opportunities for development

Creative work environment

Qualifications

• 2 years in a customer service position, preferably in a hotel.
• Fluent in Spanish and English.

Responsibilities

• Welcome and check guests in, ensuring a positive experience.
• Handle guest requests and maintain confidentiality.
• Complete reports and audits during shifts.

Skills

Customer Service

Communication

Hospitality

Teamwork

Problem Solving

Adaptability

Tools

Opera

Job description

Job Description

What you'll do...

• Be part of a team that works towards a common goal and creates a welcoming environment for guests and team members alike
• Actively and proactively welcome, greet, and check guests in
• Inform guests with knowledge of the hotel, all its offerings, the city, and local recommendations
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Handle all guest requests, accidents, and/or thefts promptly, and record all matters in the hotel-specific recording process
• Update and maintain the Front Office handover book, and pass on all guest feedback to the Manager on duty
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
• Complete the appropriate reports and audits during shift
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
• Encourage up-selling to maximize rates
• Ensure work areas are cleaned and maintained at all times
• Any other reasonable duties as assigned

Qualifications:
Qualifications

What we're looking for...

• 2 years in a customer service position, preferably in an upscale or lifestyle brand hotel
• Opera experience preferred – ability to enter and locate work-related information using computers and/or point-of-sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to prioritize and adapt to the changing needs of the operation.
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• You have a passion for hospitality, you inspire an enthusiastic guest-centered approach.
• You can turn any situation around into a positive experience for all, guests and team alike.
• You think big and encourage your team to believe.
• You are comfortable with the strategic as well as day to day detail.
• You are able to easily identify and utilize emerging trends and technology to generate revenue. ****
• You exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• You are highly responsible, reliable and ethical. A reputation for honesty and integrity.
• You get things done, independently and skilled at taking decisive action.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.

Morgans Originals is part of the Lifestyle Collective of Ennismore. Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder-built brands with purpose at their heart. Ennismore and Accor entered a joint venture in 2021, creating a new autonomous entity and the world’s fastest-growing lifestyle and leisure hospitality company.