Guest Services Agent

University of California, Los Angeles; Los Angeles (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

The UCLA Luskin Conference Center welcomes guests at our 24-hour front desk, delivering world-class campus hospitality. You will handle check-ins/outs in the PMS, process payments, manage reservations, and assist guests with transportation and local recommendations.

Ideal candidates have 1+ years of in-person customer service, strong English communication, and the ability to work in a fast-paced university setting.

Qualifications

• 1+ years in-person customer service
• Proficient in written and verbal English
• Ability to write clear business English (memos, reports)
• Strong interaction with guests, team, and managers in a high-volume setting
• Ability to engage diverse populations respectfully
• Independent work with good judgment to ensure customer satisfaction
• Prioritization under fluctuating workloads and deadlines
• Experience operating electronic cash registers and maintaining records

Responsibilities

• Check-ins and check-outs using the PMS
• Process guest account payments
• Manage room reservations and cancellations
• Provide guest directions and local area recommendations
• Arrange guest transportation and luggage handling
• Serve as a welcoming face at UCLA Luskin Conference Center front desk

Skills

Customer service

Communication

Team interaction

Multicultural engagement

Problem solving

Tools

Property Management System (PMS)

Microsoft Office Suite

Job description

Department Summary

The Luskin Conference Center (LCC) is a 300,000-square-foot, 7-story property on the UCLA campus. The LCC is comprised of 254 guest rooms, approximately 25,000 square feet of meeting space, a 160-seat restaurant, a fitness center, and a business center. The LCC is an academic meeting and conference destination supporting UCLA's education and research mission.The Luskin Conference Center is a no-tipping environment.

Position Summary

As the welcoming face of the UCLA Luskin Conference Center, the Guest Services Agent delivers exceptional hospitality to university leadership, scholars, and global visitors in the heart of Westwood. Operating at our 24-hour front desk, you will manage full-cycle guest stays using our Property Management System (PMS)—handling seamless check-ins and check-outs, processing account payments, and managing room reservations and cancellations. Beyond desk operations, you will serve as an insider guide for UCLA and the local area, offering recommendations, arranging guest transportation, storing luggage, and ensuring every visitor experiences world-class campus hospitality.

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

• 1+ years In-person customer service experience (Required)
• Hotel or hospitality industry experience (Preferred)
• Experience working in a university setting (Preferred)
• Proficient skill using standard business software (e.g. Microsoft Office Suite) and property management software (Required)
• Ability to sufficiently communicate in written and verbal English to receive work assignments and share information with supervisors, colleagues, and guests (Required)
• Skill in writing grammatically correct business English, such as reports, memos, and other routine correspondence (Required)
• Skill in interacting effectively with guests, team members, and managers in a high-volume, public setting using positive body language, direct eye contact, active listening, and a friendly and professional demeanor (Required)
• Ability to engage with diverse populations in a respectful and culturally responsive manner (Required)
• Ability to operate independently and exercise good judgment to ensure customer satisfaction (Required)
• Ability to prioritize assignments and make appropriate adjustments despite changes in workload and competing deadlines (Required)
• Ability to work efficiently under conditions of a fluctuating work load with frequent interruptions and distractions (Required)
• Sufficient knowledge of University accounting and cash handling procedures to accomplish standard departmental transactions (Preferred)
• Demonstrated ability operating electronic cash registers (Required)
• Demonstrated ability to maintain detailed and accurate records (Required)
• Ability to remain calm in the face of adversity, such as guest dissatisfaction (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.
• Evenings, weekends, holidays, and overtime based on departmental needs (Required)

Schedule

Variable

Union/Policy Covered

CX-Clerical & Allied Services

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=MI-DPT319200-JC004723-PD168516