Guest Service Agent

Ensemble; Menlo Park (CA); On-site; USD 42,000 - 70,000; Full time

Job summary

Ensemble in Menlo Park is seeking an experienced hospitality professional to warmly greet guests, manage front desk operations, process check-ins/check-outs, and handle inquiries with professionalism to ensure guest satisfaction.

The role includes performing night audits, balancing accounts, maintaining guest records, and coordinating with management to resolve issues swiftly. Multilingual communication and polished customer service are highly valued for this position.

Qualifications

• Proven experience in hospitality management or hotel management roles is preferred.
• Bilingual or multilingual abilities are highly desirable to serve diverse guests effectively.
• Previous hotel experience at the front desk or in guest services is advantageous.

Responsibilities

• Greet guests warmly upon arrival and manage front desk operations (check-ins/check-outs, reservations).
• Handle guest inquiries via phone and in person with professional etiquette.
• Assist guests with their needs promptly to ensure satisfaction.
• Conduct night audits when scheduled and balance accounts.
• Maintain records of guest interactions, reservations, and billing information.
• Collaborate with management to coordinate guest services and resolve issues swiftly.

Skills

Hospitality management

Guest services

Phone etiquette

Multilingual

Hotel systems (PMS)

Night audit

Tools

PMS software

Multi-line phone system

Job description

Description

Duties

• Greet guests warmly upon arrival, providing a friendly and professional first impression.
• Manage front desk operations, including check-ins, check-outs, and reservations with efficiency and accuracy.
• Handle guest inquiries via phone and in person, demonstrating excellent phone etiquette and multi-line phone system skills.
• Assist guests with their needs, requests, and concerns promptly to ensure a high level of guest satisfaction.
• Conduct night audits when scheduled, balancing accounts and preparing reports to ensure smooth overnight operations.
• Maintain detailed records of guest interactions, reservations, and billing information to support seamless service delivery.
• Collaborate with hotel management to coordinate guest services and resolve issues swiftly, fostering positive guest relations.
• Complete other duties as assigned by management.

Requirements

• Proven experience in hospitality management or hotel management roles is preferred.
• Bilingual or multilingual abilities are highly desirable to serve diverse guests effectively.
• Previous hotel experience, especially at the front desk or in guest services, is advantageous.
• Strong customer service skills with a friendly attitude and professional demeanor.
• Knowledge of hotel management systems and multi-line phone systems is essential.
• Ability to handle night audit procedures accurately while maintaining attention to detail.
• Excellent communication skills, including phone etiquette and guest relations expertise

Work Environment and Context

? Work schedule varies and may include working on holidays, weekends and alternate shifts.

? Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.