Front Desk Agent - Regent Santa Monica Beach

IHG•Santa Monica, CA

31d•$28 - $34

About The Position

As a Front Desk Agent, you will be the ambassador of luxury, responsible for creating an unforgettable arrival and departure experience for our guests. This pivotal role requires a perfect blend of elegance, efficiency, and exceptional guest service skills. A little bit about your day: Reporting to the Director of Guest Experience, every day is different, but you will mostly: Promote Regent’s service philosophy and style through our people attributes. Maintain impeccable personal grooming standards to uphold the professional and property style of the resort. Attend daily shift briefing at the start of your shift. Complete the front desk checklist during your shift and notify the department manager of any discrepancies or challenges. Welcome guests with sophistication, ensuring a seamless and memorable arrival experience. Closely adhere to guest arrival times, ensuring the room is assigned, clean, and inspected for guest arrival. Pre-register arriving guests in the opera system for remote registration and room escort. Front Desk Agent wears a radio and earpiece to efficiently receive communication about guest arrivals. Provide guest room escorts as assigned and serve welcome offerings accordingly. Register unescorted arrivals, guests at the reception living room, and serve welcome offerings. Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction. Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods. Respond to all guest text messages, emails, and other forms of communication accurately and timely using proper grammar. Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information. Enter all guest requests and concerns in the KYC system and follow up accordingly. Inform the department manager of any guest challenges and complaints. Address guest inquiries, requests, and concerns proactively and positively, exceeding their expectations Assist guests with information about local attractions, dining options, and other inquiries. Act as a point of communication between guests and various resort departments. Answer phones, respond to emails, and address guest inquiries promptly and professionally. Maintain cash bank, immediately reporting any overages or shortages. Ensure your house bank is always locked and secure. Ensure all cash handling procedures and credit card transactions are accurately processed. Ensure guest billing is accurate upon departure and follow up on any discrepancies quickly and discreetly. Ensure guest departure is seamless and all transportation arrangements are executed. Perform other duties as assigned to support the resort’s front office operations.

Requirements

Previous experience in the front desk or guest services, preferably in a luxury hotel environment.
Impeccable grooming and professional appearance.
Ability to handle intense situations with grace.
Outstanding organizational abilities and skills for taking initiative, problem-solving, multi-tasking, and prioritizing.
Passionate about hospitality and providing an outstanding guest experience!
Excellent verbal and written communication skills.
Able to stand for long periods and move about the property
Frequently bending, stooping, and kneeling.
Flexible schedule, able to work evenings, weekends, and holidays.

Responsibilities

Promote Regent’s service philosophy and style through our people attributes.
Maintain impeccable personal grooming standards to uphold the professional and property style of the resort.
Attend daily shift briefing at the start of your shift.
Complete the front desk checklist during your shift and notify the department manager of any discrepancies or challenges.
Welcome guests with sophistication, ensuring a seamless and memorable arrival experience.
Closely adhere to guest arrival times, ensuring the room is assigned, clean, and inspected for guest arrival.
Pre-register arriving guests in the opera system for remote registration and room escort.
Front Desk Agent wears a radio and earpiece to efficiently receive communication about guest arrivals.
Provide guest room escorts as assigned and serve welcome offerings accordingly.
Register unescorted arrivals, guests at the reception living room, and serve welcome offerings.
Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction.
Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods.
Respond to all guest text messages, emails, and other forms of communication accurately and timely using proper grammar.
Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
Enter all guest requests and concerns in the KYC system and follow up accordingly.
Inform the department manager of any guest challenges and complaints.
Address guest inquiries, requests, and concerns proactively and positively, exceeding their expectations
Assist guests with information about local attractions, dining options, and other inquiries.
Act as a point of communication between guests and various resort departments.
Answer phones, respond to emails, and address guest inquiries promptly and professionally.
Maintain cash bank, immediately reporting any overages or shortages.
Ensure your house bank is always locked and secure.
Ensure all cash handling procedures and credit card transactions are accurately processed.
Ensure guest billing is accurate upon departure and follow up on any discrepancies quickly and discreetly.
Ensure guest departure is seamless and all transportation arrangements are executed.
Perform other duties as assigned to support the resort’s front office operations.