Guest Service Agent - Hotel Solea

Olympic Village Inn; Carlsbad (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Olympic Village Inn in Carlsbad, CA is seeking a Guest Service Agent to warmly greet guests, register them at check-in, verify reservations and payment information, and ensure accurate billing at checkout. The role includes handling guest requests, upselling hotel packages, and providing information about local attractions while maintaining high service standards.

The candidate should have 1–2 years of customer service experience, strong communication skills, and familiarity with front desk

Qualifications

• 1–2 years in a customer service role.
• Experience in front desk preferred.

Responsibilities

• Greet and welcome guests on arrival.
• Register guests into the computer, verify reservations and payment details.
• Handle check-ins and check-outs, maintain cash drawer and balance receipts.
• Promote hotel loyalty programs and resolve guest requests.

Skills

Customer service

Communication

Cash handling

Front desk multitask

Tools

POS system

Job description

# Guest Service Agent - Hotel SoleaGrand Pacific Hotel Services LP - Carlsbad, CA 92008* Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.* Ensure all security protocols are followed as well as departmental and company procedures.* Promote the Marriott BONVOY Program and provide recognition and benefits to all present members.* Knowledgeable of the BONVOY Program and the tier benefits.* Answer all call by three rings and correctly transfer all calls to appropriate departments.* Input all guest requests into GPX, ensure completion, confirmation call to guest.* Attend Buzz sessions make self aware of daily activities, arriving VIPs, Group/Conferences in house, special requests, and scheduled shuttles.* Knowledgeable of all special promotions for all hotel outlets.* Knowledgeable of all special hotel accommodation promotions and packages.* Recognition of repeat guests and familiarization of corporate accounts.* Correctly handling cash transactions and balancing a cash drawer to the given amount.* Offering upgrades to coastal and suites when available.* Assisting in the Marketplace for sale of merchandise, food and beverage and Starbucks coffee drinks.* Informing and selling attraction tickets and referring guests to activities desk.* Maintain Lobby cleanliness and organization.* Correctly processing all check outs by ensuring all billing set up and guest folios paid.* Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.* Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.* Attend all scheduled training, departmental and hotel meetings and activities, refer all questions or concerns to immediate supervisor or departmental manager, promote positive working environment for all associates, and follow all guidelines and procedures set forth in employee handbook.* Follow all of the Safety and Sanitation Guidelines set forth by the CDC and GPR including but not limited to all of the COVID-19 State and County ordinances* Must be able to work flexible schedules including weekends and holidays* Must be able to speak, read, write and understand the primary language(s) used in the workplace.* Must be able to read and write to facilitate the communication process.* Requires good communication skills, both verbal and written.* Must possess basic computational ability.* Must possess basic computer skills.* General knowledge of the city where resort is located and its attractions.* Extensive knowledge of the resort, its services and facilities.* Most work tasks are performed indoors. Temperature is moderate and controlled by resort environmental systems.* Must be able to stand for periods of up to 4 hours in length and a total of eight hours a day.* Must be able to exert well-paced ability to reach other departments of the resort on a timely basis.* Must be able to exert well-paced ability in limited space.* Must be able to lift up to 30 lbs. occasionally.* Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.* Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.* One to two years in a customer service position required.* Preferable one-year experience in a front desk position. **ACKNOWLEDGEMENT** I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I understand that this is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, Grand Pacific Hotel Services, L.P. reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Westin/Sheraton Carlsbad Resort & Spa. I understand that I may be required to work overtime, different shifts or hours outside the normally defined workday or workweek. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will associate. I have the right to terminate my employment at any time, with or without cause and with or without advance notice, and Westin/Sheraton Carlsbad Resort & Spa has a similar right. Nothing in this Handbook will limit the right to terminate at-will employment. No manager, supervisor or other associate of the Company has any authority to enter into an agreement for employment for any specified period of time or to make an agreement for employment other than at-will terms. Only the Co-Presidents of the Company have the authority to make any such agreement which must be in writing. |