Guest Services Agent

Martin Resorts, Inc.; Pismo Beach (CA); On-site; USD 22,000 - 33,000; Full time

Job summary

CCC Management II LLC is seeking a friendly Guest Services Agent to warmly greet guests, register arrivals, verify reservations, and process payments with accuracy. You will provide local information, coordinate with other hotel departments, and uphold 4 Keys service standards while balancing guest needs with efficiency.

The position requires flexible shifts including holidays, nights, and weekends; good communication and basic computer skills are essential.

Qualifications

• At least 1 year of hospitality-related experience.
• Ability to greet guests, handle reservations, and process payments accurately.
• Strong communication and organizational skills.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verify reservation and payment details.
• Accept payment for guests’ accounts and balance cash drawer daily.
• Provide information on hotel facilities, local attractions, and services.
• Assist concierge with mail, inquiries, and guest requests.
• Handle checkout, process payments, and balance accounts.
• Adhere to safety and security procedures and company standards.

Skills

Customer service

Communication skills

Upselling

Cash handling

Attention to detail

Team player

Flexible scheduling

Job description

As a Guest Services Agent, you are customer-service oriented individual who is dedicated to representing the hotel with enthusiasm, professionalism, and a businesslike demeanor to all hotel guests, clients, agents, and the community. You are a positive, hardworking team member who will conduct the business of the property’s front office in this dynamic work environment. The Guest Services Agent strives for success and will be expected to uphold the values of excellent customer service, organization, and executing their responsibilities through record keeping, telephone operations, guest interactions, and other related tasks.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Must be able to prioritize and work efficiently with limited supervision.
• Requires effective communication skills, both verbal andwritten,with the ability to upsell guests into rooms that fit their needs.
• Must possess basic computer skills.
• Strong attention to detail and the ability to handle multiple tasks simultaneously.
• General knowledge of the city wherethe hotelis located and its attractions.
• Extensive knowledge of the hotel, itsservices,and facilities.
• Ability to handle cash and balance cash drawer required.
• Strong team player, able to partner with management and other employees in a professional manner.
• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

Job Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• 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.
• Control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Assist concierge in handling mail and facsimiles and providingguestswith information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.
• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcomepacket,and ensuring guest knows location of room and/or has a bell person accompany him/her.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Field guest complaints.Resolve and negotiate solutions for guest satisfaction.
• Communicate with guests via GXP chats with guest name and member level, and use professional, clear messages, always asking if there is anything else they need.
• Carries out supervisor requests in accordance with hotel policies and standard operating procedures.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow all appropriate policies andprocedureswhile constantly striving to improve all standards of operations.
• Follow safety and security procedures.
• Adhere to attendance and reliability standards.
• Additional guest services duties as assigned by management.
• Follow all additional duties as assigned by management.

Experience and Education:

• At least 1 year of Hospitality Related Experience

Physical Requirements:

The minimum physical requirements for this position include but are not limited to:

• Must be able to lift and/or carry up to 40 pounds frequently to assist guests
• Ability to stand for extended periods of time
• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors and guests a normal in-person and phone conversation
• Ability to bend and twist, push and pull, stoop, and kneel
• Ascend and descend a ladder

CCC Management II LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to complying with the California Fair Employment and Housing Act (FEHA), Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and all other applicable equal opportunity laws. If you need accommodation for any part of the application process because of a medical condition or disability, please contact: [e-mail]

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.