Guest Services Associate

SHK Asia Pacific; West Hollywood (CA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

PTO

Health insurance

Dental

Vision

401(k) plan

Job summary

AKA West Hollywood is seeking a Guest Services Associate to join our luxury hospitality team. This role emphasizes delivering outstanding guest service, coordinating reservations, and presenting property amenities to new arrivals with warmth and professionalism.

The candidate should be highly organized, able to handle move-in/out logistics, manage resident folios, and respond promptly to emails and calls while maintaining PCI compliance and high standards of communication.

Qualifications

• Must have problem solving and decision making skills.
• Detail orientation is essential for accuracy in reservations and guest requests.
• Ability to thrive in a fast-paced hotel environment.
• Excellent customer service and professional demeanor required.

Responsibilities

• Complete daily shift reports.
• Provide outstanding service to residents, guests and visitors with hospitality and courtesy.
• Coordinate move-in/out materials for residents.
• Introduce property services and amenities to new arrivals and follow up.
• Create and maintain reservations in the system.
• Audit reservations for accuracy and requests.
• Respond to emails and ALICE platform promptly and professionally.
• Manage resident folios and process payments per policy and PCI requirements.
• Answer calls to understand needs and direct to appropriate department.
• Confirm and customize resident reservation requests to exceed expectations.
• Follow up on housekeeping and maintenance requests.

Skills

Problem solving

Decision making

Detail oriented

Fast paced environment

Education

High school diploma or equivalent

Job description

AKA WEST HOLLYWOOD is hiring for a Guest Services Associate!

Our Team Members enjoy very generous PTO; Health; Dental; Vision and 401(k) benefit plans. We recognize and promote top performers because we know that our success is due to your achievements.

We’re looking for someone with:

• A high school degree or equivalent.
• 1-year prior experience with a luxury hospitality organization.
• Problem solving and decision‑making skills.
• Highly detail-oriented .
• Thrives in a fast‑paced environment.

In this role you will be responsible for:

• Responsible for completing daily shift reports.
• Consistently provide outstanding customer service to current and prospective residents, guests, and visitors, demonstrating hospitality, professionalism, and courtesy at all times.
• Coordinating resident move‑in and move‑out materials.
• Introduce property services and amenities to new arrivals and follow up with a warm call once the resident has settled into their suite.
• Creating and maintaining reservations in the system.
• Auditing reservations to ensure reservation accuracy and all residents’ requests are in order to their arrival.
• Ensure all resident messages received via email and the ALICE platform are responded to promptly and courteously, maintaining a high standard of communication.
• Manage resident folios by accurately setting up and auditing charges, ensuring all payments are processed in accordance with AKA company policies and PCI compliance standards.
• Professionally answer and assess incoming calls to understand the caller’s needs, providing prompt assistance or directing to the appropriate department with a focus on delivering efficient, high‑quality customer service.
• Call, confirm and customize all resident reservation requests to exceed residents’ expectations during their stay.
• Follow up with residents on housekeeping and/or maintenance requests once they have been completed.
• Assist residents whenever possible (i.e. making dinner reservations, contacting car service/taxi, etc).
• Handling, logging, and communicating delivery of packages.
• Assist residents with a variety of concierge services, including reservations, car rentals, airport transfers, and other special requests, ensuring personalized and attentive support.
• Provide a property tour and show room introduction when applicable.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 50 lbs.
• Sits, stands, bends, stretches, lifts items and moves intermittently during working

The hospitality industry requires varying schedules to support the business needs of the hotel.

ABOUT AKA WEST HOLLYWOOD

West Hollywood is packed with personality and AKA West Hollywood has the magnetism to match. Situated on the iconic Sunset Strip between chic Beverly Hills and the world‑famous Hollywood theaters, West Hollywood is a vibrant destination in its own right where entertainment is the mainstay. Rising above the city, against the backdrop of its beautiful hills, AKA’s luxury serviced apartments offer a sophisticated living environment and the ultimate West Hollywood lifestyle.

ABOUT SHK MANAGEMENT, D/B/A KORMAN COMMUNITIES, PARENT OF “AKA”

Built on a sound foundation of family values forged over a century ago, Korman Communities carries forward a name synonymous with integrity, market savvy, and proven performance in the real estate development, investment and operations arenas. Korman’s reputation reflects four generations of dedication and business acumen, resulting in the construction of more than 40,000 single family homes, 6,000 condominiums, 16,000 apartments and townhouses, 4,000 hotel suites, and 2,000,000 square feet of commercial space.

Korman’s original furnished apartment concept, conceived of fifty years ago – short‑term, furnished apartments in a traditional multi‑family residential setting – has evolved to an innovative residential hybrid for travelers and discerning business persons seeking flexible‑stay furnished residences.

Today Korman Communities is a fully integrated, multi‑dimensional real estate company with development, management, legal and financial capabilities operating throughout the United States. The portfolio is comprised of 20 properties under two brands – AVE suburban garden‑style and mid‑rise communities, and AKA urban high‑rises in prime locations.

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.