Guest Service Agent

Nia Hotel; Menlo Park (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

Nia Hotel in Menlo Park, CA, is seeking a seasoned front desk professional to greet guests, manage check-ins/check-outs, and handle reservations with precision. The role requires balancing guest needs with efficient service and maintaining accurate records.

The position includes night audits when scheduled, collaboration with management to resolve guest issues, and a commitment to exceptional service and guest satisfaction. Flexibility for varied shifts and standing duties is expected.

Qualifications

• Experience in hospitality management or hotel front desk roles preferred.
• Bilingual or multilingual abilities desirable to serve diverse guests.
• Previous hotel/front desk/guest services experience advantageous.
• Strong customer service with friendly, professional demeanor.
• Knowledge of hotel management systems and multi-line phone systems essential.
• Ability to conduct night audit procedures accurately with attention to detail.
• Excellent communication skills, including phone etiquette and guest relations.

Responsibilities

• Greet guests warmly upon arrival and provide a professional first impression.
• Manage front desk operations including check-ins, check-outs, and reservations with accuracy.
• Handle guest inquiries via phone and in person with excellent etiquette.
• Assist guests with needs, requests, and concerns to ensure satisfaction.
• Conduct night audits when scheduled and balance accounts.
• Maintain detailed records of guest interactions, reservations, and billing information.
• Coordinate with hotel management to resolve issues and optimize guest services.
• Complete other duties as assigned by management.

Skills

Front desk operations

Guest relations

Customer service

Phone etiquette

Night audit procedures

Multilingual communication

Attention to detail

Tools

Hotel management systems

Multi-line phone systems

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.