Guest Services Agent

ASH (UK) Co Ltd; Los Angeles (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Sick leave

Job summary

ASH (UK) Co Ltd is seeking a Guest Service Agent to warmly welcome guests, assist with check-ins/outs, and support reservations for a seamless stay. The role requires comfort with a front desk environment, strong communication, and the ability to multitask across phones, emails, and in-person requests.

Responsibilities include processing reservations via the PMS, handling payments, and offering personalized local recommendations to enhance guest experiences.

Qualifications

• 1+ year in guest services, front desk, or hospitality role preferred.
• Experience with hotel PMS systems (e.g., Mews) a plus; ability to learn new systems quickly.
• Strong verbal communication and a warm, professional manner on phone and in person.
• Basic math and cash-handling accuracy.
• Flexible availability including early mornings, evenings, overnights, weekends and holidays.
• Passion for hospitality and making memorable first impressions.

Responsibilities

• Welcome guests at check-in/check-out and set a welcoming tone.
• Use PMS to process reservations, check-ins/outs, room assignments, and payments.
• Handle cash, credit transactions, and folio adjustments with accuracy.
• Answer phone and email inquiries with information on rates and services.
• Provide local restaurant and activity recommendations to guests.
• Resolve concerns with empathy and escalate when needed.

Skills

Customer service

Communication skills

Cash handling

Multitasking

Education

Hospitality experience preferred

Tools

PMS (Mews)

Job description

The Opportunity

We are seeking a _ Guest Service Agent _ to serve as the welcoming face and problem-solving heart of our front desk. In this role, you are responsible for the guest’s check-in and check-out experience, reservations support, and being the go-to resource for everything a guest needs during their stay; from restaurant recommendations to resolving the occasional hiccup with grace.

The ideal _ Guest Service Agen _t is a natural people-person who genuinely enjoys making someone’s day better, whether that’s a road-weary traveler checking in at midnight or a regular who just wants their usual room. They’re quick on their feet with our property management system, comfortable juggling phones, walk-ups, and special requests all at once, and calm under pressure when things don’t go exactly to plan. Equal parts concierge, problem-solver, and brand ambassador, they take genuine pride in being the first and last impression of a guest’s stay, and they bring that same warmth to every teammate they work alongside.

Key Responsibilities

• Warmly welcome guests at check-in and check-out, setting the tone for a memorable stay from the first hello
• Operate the property management system (PMS) to process reservations, check-ins/outs, room assignments, and payments accurately
• Handle cash, credit transactions, and folio adjustments with precision and full accountability
• Answer phone and email inquiries promptly, providing accurate information on rates, availability, and hotel services
• Anticipate guest needs and offer personalized recommendations on local dining, activities, and Venice Beach attractions
• Resolve guest concerns and service issues with empathy, discretion, and a solutions-first mindset, escalating when appropriate
• Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled promptly
• Maintain accurate guest records, shift logs, and reports
• Support group check-ins, special events, and VIP arrivals with extra attention to detail
• Stay current on hotel promotions, packages, and property knowledge to confidently upsell when appropriate
• Maintain a clean, organized, and welcoming front desk area at all times

Qualifications

• 1+ year of experience in guest services, front desk, or a customer-facing hospitality role preferred
• Experience with hotel PMS systems (e.g., Mews or similar) a plus; ability to learn new systems quickly required
• Strong verbal communication skills and a genuinely warm, professional phone and in-person manner
• Basic math and cash-handling accuracy
• Ability to multitask and stay composed during high-volume check-in/out periodsFlexible availability, including early mornings, evenings, overnights, weekends, and holidays
• Passion for hospitality and creating memorable first impressions

Work Environment

• Stationary, guest-facing role at the front desk with frequent computer and phone use
• Standing for extended periods during peak arrival/departure times
• Frequent direct interaction with guests, vendors, and hotel staff
• Occasional lifting of guest luggage or packages up to 25 lbs

Compensation & Benefits

Hourly Wage Range: $25.00/hour

Additional benefits include:

• Eligible to enroll in Medical, dental, and vision insurance with generous company contribution to monthly premium after 60 days of employment
• Eligible to enroll in Voluntary Long-Term, Short-Term Disability Plans, Life Insurance, Accident and Critical Illness Plans, Pet Insurance after 60 days of employment
• 401(k) retirement plan with 100% employer match up to 4% of your annual salary: after 90 days of employment
• Annual Paid time off: 10 vacation days, 4 Personal Days
• California-mandated paid sick leave
• Ash Hotel & F&B discounts

Work Environment & Physical Requirements

Primarily front-desk based, with extended periods standing and frequent guest interaction. Able to work a flexible schedule including early morning, evening, overnight, holiday or weekend shifts; around occupancy needs. Ability to stand, walk, and lift up to 25 lbs as needed.

Legal Notices

Equal Employment Opportunity: We are an equal opportunity employer and make hiring decisions based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, ancestry, age (40+), disability, medical condition, genetic information, sexual orientation, gender identity or expression, marital status, military or veteran status, or any other characteristic protected under California or federal law, including the California Fair Employment and Housing Act (FEHA).

Reasonable Accommodations: We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. To request an accommodation, please contact us during the application process.

At-Will Employment: Employment with this company is at-will, meaning either the employee or employer may terminate the employment relationship at any time, with or without cause or notice, to the extent permitted by law.