LEGOLAND CA Hotel Front Desk Host- Full Time

Merlin; Carlsbad (CA); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Discounts on Merlin attractions

Ticket perks and benefits

Job summary

Merlin is seeking a Front Desk Agent at the Carlsbad resort to warmly welcome guests and support check-in/check-out, inquiries, and payments. You will work with PBX calls, assist with emergencies, and coordinate with other hotel teams to ensure a seamless guest experience.

The role requires 1–3 years of front desk experience and fluency in English, with Spanish as a plus. OPERA PMS experience is preferred, and a flexible schedule including weekends and holidays is expected.

Qualifications

• 1–3 years of hotel front desk experience preferred.
• Experience with Opera property management system preferred.
• Must speak English clearly and fluently.
• Spanish fluency preferred.
• Provide excellent customer service and maintain a professional demeanour.
• Ability to communicate effectively both verbally and in writing.
• Ability to stand for long periods and work a flexible schedule.

Responsibilities

• Check guests in, ensuring proper credit is received, special requests noted and fulfilled.
• Maintain and improve the quality of the guest experience.
• Process all payments according to hotel requirements.
• Provide information and assistance to all guests and visitors.
• Handle guest room reservations, changes, cancellations and information promptly.
• Handle incoming and outgoing calls through PBX courteously and efficiently.
• Assist with emergencies by contacting designated personnel for rapid response.
• Assist guest services, safety services, housekeeping, and engineering teams.
• Maintain confidentiality of all guests.
• Multitask and prioritise departmental functions to meet deadlines.

Skills

Customer service

Communication

Conflict resolution

Leadership

English fluency

Spanish fluency

Tools

Opera PMS

Job description

What you'll bring to the team

Front Desk Agents are responsible for acting as the face of the Resort, answering and responding to internal and external guest needs and deliver outstanding guest service and financial profitability.

Candidates must be 18+ for the role.

Key Objectives

• Welcome guests into the resort with a genuine warm welcome.
• Ability to deliver a dynamic customer service experience by assisting guests with check in/checkout process and inquiries.
• Ability to work under pressure and in a fast environment.
• Works effectively in a team environment.

Main Responsibilities

• 1. Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is provided
• 2. Maintain and improve the quality of the guest experience
• 3. Process all payments according to established hotel requirements
• 4. Provide information and assistance to all guests and visitors
• 5. Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information
• 6. Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through PBX
• 7. Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.
• 8. Assist guest services, safety services, housekeeping, and engineering team
• 9. Maintain confidentiality of all guests
• 10. Must be able to multitask and prioritize departmental functions to meet deadlines

Qualifications & Experience

• 1 – 3 years of Hotel front desk experience preferred.
• Preferred candidate will have experience in OPERA property management system or equivalent.
• Must be able to speak the English language clearly and fluently.
• Preferred candidate will have the ability to speak Spanish fluently.
• Provide excellent customer service and maintain a professional demeanour.
• Ability to communicate effectively with others both verbally and written. Must have excellent guest service skills, proven conflict resolution skills, and proven leadership skills to drive initiatives to improve the team and the business.
• Ability to stand for long periods of time. Must be able to work a flexible schedule including evenings, weekends, and holidays.

Physical Requirements

A. Sitting:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

J. Wrist Deviation (Side to Side):

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

B. Standing:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

K. Hand/Wrist Repetitions (Up and Down):

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

C. Walking

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

L. Reaching:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

D. Lifts and Carries: Frequency:

1. Up to 10 pounds None Occasionally Frequently Constant 2. 11 to 24 pounds None Occasionally Frequently Constant 3. 25 to 34 pounds None Occasionally Frequently Constant 4. 35 to 50 pounds None Occasionally Frequently Constant 5. 51 to 74 pounds None Occasionally Frequently Constant 6. 75 to 100 pounds None Occasionally Frequently Constant 7. Over 100 pounds None Occasionally Frequently Constant

M. Grasping:

1. Simple: < 50 pounds

2. Firm: > 50 pounds

E. Lifts Overhead: Frequency:

1. Up to 10 pounds None Occasionally Frequently Constant

2. 11 to 24 pounds None Occasionally Frequently Constant

3. 25 to 34 pounds None Occasionally Frequently Constant

4. 35 to 50 pounds None Occasionally Frequently Constant

5. 51 to 74 pounds None Occasionally Frequently Constant

6. 75 to 100 pounds None Occasionally Frequently Constant

7. Over 100 pounds None Occasionally Frequently Constant

F. Twisting:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

N. Manual Dexterity/Strength:

1. Gross motor, light-moderate strength

2. Gross motor, moderate - heavy strength

3. Fine motor, light-moderate strength

4. Fine motor, moderate - heavy strength

H. Squatting/Kneeling/Crawling/

Climbing:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

O. Pushing:

1. None (0%)

2. Occasionally (1-33%) _ lbs

3. Frequently (34-66%) _ __lbs

4. Constantly (67-100%) _______lbs

I. Pulling:

1. None (0%)

2. Occasionally (1-33%) _ lbs

3. Frequently (34-66%) _ _lbs

4. Constantly (67-100%) _______lbs

Visual Requirements

Hearing

P. Visual Requirements:

1. Close eye work (small figures) 2. Color discrimination

- Minimal color discrimination

- Normal color discrimination

3. Other: Depth perception, distance vision, ability to focus.

Q. Hearing Requirements:

1. Special requirements

Able to consistently fulfill communication

needs. (alarms, phone ringing, conversation,

clear acuity within 100 feet)

Working Conditions

R. Temperature:

1. < 15 degrees Fahrenheit

2. Between 16 and 95 degrees

3. > 95 degrees

U. Driving:

1. None (0%)

2. Occasional (1-33%)

3. Frequent (34-66%)

4. Constant (67-100%)

S. Crawl Space/Cramped Position:

1. Exposed < 1 hour per day

2. Exposed 1-3 hours per day

3. Exposed 3-7 hours per day

4. Exposed > 7 hours per day

V. Noise (loud/repetitive, < 85 decibels per OSHA Standard):

1. None (0%)

2. Occasional (1-33%)

3. Frequent (34-66%)

4. Constant (67-100%)

T. Personal Protective Equipment (e.g. respiratory mask, etc.)

1. None (0%)

2. Occasional (1-33%)

3. Frequent (34-66%)

4. Constant (67-100%)

Other

W. Specify any other requirements or restrictions that should be considered .

Benefits

Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.

We want to ensure that everyone has the opportunity to perform their best at interview, so if you have additional requirements due to disability or ill health please get in contact with [e-mail].

Pay Range

Compensation between USD $19.50/Hr.-USD $19.50/Hr.