Front Desk Agent

Sand & Sea•Santa Monica, CA

16d

About The Position

A Front Desk Agent is responsible for greeting hotel visitors, checking guests in and out, and helping ensure that their stay is personable and enjoyable while supporting the hotel’s efforts to deliver outstanding guest service and financial profitability. The role is in Guest Services and is a regular, full-time, non-exempt position. It does not supervise employees and is supervised by the Director of Guest Services, Guest Services Manager, and Front Desk Supervisor. The position combines guest service and front-desk operations, including guest registration and checkout, payment and cash handling, responding to inquiries and complaints, sharing hotel and local-area information, and promoting hotel services. The agent also supports coordination among Guest Services and other hotel departments, helps maintain service standards and accurate daily operations, and keeps front-desk supplies stocked. The role requires at least one year of progressive Guest Services experience. Hotel experience is preferred. Candidates must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook; experience with Opera is helpful. An associate’s or bachelor’s degree in business, management, hospitality, or a related field is required, or equivalent relevant work experience of three years. Work may involve standing during shifts, sitting and working at a computer for extended periods, and regularly stooping, kneeling, bending, and reaching. The role occasionally requires lifting and moving up to 20 pounds. Regular, punctual attendance is critical, and hours may occasionally exceed 40 per week. Other duties may be assigned.

Requirements

At least one year of progressive experience in a Guest Services role.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
An associate’s or bachelor’s degree in business, management, hospitality, or a related field, or the equivalent of three years of relevant work experience.
Demonstrated honesty, direct and factual communication, and ethical conduct.
Ability to collaborate, build supportive service-oriented relationships, resolve problems, and remain open to others’ ideas.
Integrity, loyalty, respect for colleagues, and the ability to uphold organizational values.
Ability to seek best practices, think creatively, and suggest improvements.
Strong attention to detail and ability to manage, edit, and analyze large volumes of complex numerical data.
Flexibility and ability to adapt to change, manage competing demands, and handle delays.
Professional, neutral, unbiased, and diplomatic problem-solving approach.
Customer focus and effective relationship-building skills, including interaction with employees at all organizational levels.
Commitment to diversity and equality.
Strong verbal and written communication and presentation skills.
Ability to multitask and work under pressure in a fast-paced environment while meeting deadlines and targets.
Ability to sit and work at a computer keyboard for extended periods.
Ability to stoop, kneel, bend at the waist, and reach on a daily basis.
Ability to lift and move up to 20 pounds occasionally.
Ability to stand during shifts.
Regular and on-time attendance.
Ability to occasionally work more than 40 hours per week.
Successful completion of the post-offer background check and drug screen process.

Nice To Haves

Hotel experience is preferred.
Experience with Opera is helpful.

Responsibilities

Greet guests and complete check-in, including entering and retrieving computer information, confirming guest information and room rates, selecting rooms, coding electronic keys, promoting marketing programs, and directing guests to their rooms or arranging bell-person assistance.
Assist guests with checkout by accounting for rooms and services, handling money, processing credit and debit cards, recording payments, and making change.
Maintain thorough knowledge of room categories, rates, packages, promotions, the local area, and other hotel information, and answer guest questions.
Use upselling techniques to promote hotel services and facilities and maximize room occupancy.
Respond to guest inquiries and requests and resolve issues promptly, courteously, and efficiently.
Handle guest complaints and assist in resolving them to achieve guest satisfaction.
Review occupancy, daily arrivals, and departures; identify potential room-activity problems and take appropriate action.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Assist with ensuring PBX operators, bell staff, and front desk agents perform their daily tasks according to job requirements and duties.
Understand and comply with Shore Hotel policies and house rules and understand hospitality terminology.
Ensure Guest Services staff sign off on all Service Standards by Position.
Ensure messages, packages, and mail are logged and delivered in a timely and professional manner.
Communicate with other hotel departments regarding guest services.
Operate radios professionally and efficiently and ensure proper radio etiquette within the department.
Handle cash accurately at the Front Desk and follow and enforce Shore Hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
Complete and distribute the Shore Report when needed and ensure agents complete daily checklists.
Complete the daily Market Metrix email distribution list and send it to Market Metrix by email.
Keep the front desk stocked with operational materials at the beginning and end of each shift and maintain required par levels of front-office and stationery supplies.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance for eligible employees.
Company-paid life insurance of $25,000 for eligible employees.
Matching 401(k) retirement savings plan, up to 5% of the employee’s contribution.
Seven paid holidays.
Sick pay when eligible.
Company-paid parking.
Employee Assistance Program (EAP).
Employee recognition programs.
Employee referral incentive program.
Transportation allowance.
Weekly dry cleaning.