Front Desk Agent

Sand & Sea•Santa Monica, CA

18d

About The Position

The Front Desk Agent works in Guest Services at Shore Hotel and is responsible for greeting hotel visitors, checking guests in and out, and helping ensure their stay is personable and enjoyable while supporting outstanding guest service and financial profitability. The role reports to the Director of Guest Services, Guest Services Manager, and Front Desk Supervisor, and does not supervise other employees. The position handles guest arrivals and departures, provides hotel and local-area information, promotes hotel services, responds to inquiries and complaints, and helps resolve issues. It also supports front-desk operations through accurate cash and payment handling, coordination with hotel departments, professional radio communication, message and package delivery, supply stocking, and completion of operational reports and checklists. This is a regular, full-time, non-exempt position. Regular and on-time attendance is critical. Hours occasionally exceed 40 per week, and the employee must be able to stand during shifts and work at a computer for extended periods. The role also involves regular stooping, kneeling, bending, and reaching, and occasionally lifting and moving up to 20 pounds. Other duties may be assigned.

Requirements

At least 1 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 equivalent of 3 years of relevant work experience.
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.
Demonstrated honesty, collaboration, integrity and loyalty, humility, innovation, analytical ability, flexibility, problem-solving, interpersonal skills, commitment to diversity and equality, communication skills, and ability to multitask under pressure in a fast-paced environment.
Successful completion of the post-offer background check and drug screen.

Nice To Haves

Hotel experience is preferred.
Experience with Opera is helpful.

Responsibilities

Greet guests and complete check-in tasks, including accessing and entering guest information, confirming reservation details 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 check-out, ensuring rooms and services are correctly accounted for and handling money, credit and debit card transactions, other forms of payment, and change.
Maintain thorough knowledge of hotel information, including room categories, rates, packages, promotions, local area information, and other products, and answer guest questions.
Use up-selling techniques to promote hotel services and facilities and maximize room occupancy.
Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
Handle guest complaints and assist in resolving them to achieve guest satisfaction.
Review occupancy and 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 in accordance with 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.
Log and deliver messages, packages, and mail in a timely and professional manner.
Maintain communication with other hotel departments regarding guest services.
Operate radios efficiently and professionally and ensure proper radio etiquette within the department.
Ensure accurate cash handling 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 submit it to Market Metrix by email.
Keep the front desk stocked with operational materials at the beginning and end of each shift.
Ensure 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.