Front Desk Agent

La Bahia Resort and Spa•Santa Cruz, CA

20d

About The Position

The Front Desk Agent manages guest arrivals, departures, and ongoing requests with polished professionalism and a courteous demeanor. The role anticipates guest needs, resolves concerns discreetly, and delivers personalized service in line with La Bahia Hotel & Spa’s service standards, inspired by Forbes. The Front Desk Agent contributes to an elevated guest experience at the hotel’s beachfront property and works with the Front Office team in a high-end hospitality environment.

Requirements

At least 2–3 years of experience as a Front Desk Agent in a luxury hotel and/or resort.
Ability to stand for long periods and walk moderate distances.
Ability to occasionally lift up to 25 pounds.
Ability to work independently and as part of a team.
Cash-handling and basic accounting skills.
Excellent communication and customer service skills.
Fluency in English.
Ability to remain composed under pressure.
Flexibility to work different shifts, including evenings, weekends, and holidays.
Strong organization and multitasking skills in a fast-paced environment.

Nice To Haves

Proficiency with property management systems and tools such as Microsoft Office, Opera, and Alice.
Fluency in additional languages.

Responsibilities

Execute personalized check-in and check-out procedures.
Learn room types, rates, and amenities to make appropriate recommendations.
Respond to guest requests and complaints with prompt, effective solutions.
Maintain knowledge of hotel facilities, services, and local attractions.
Process reservations, modifications, and cancellations accurately.
Manage the cash drawer and complete financial transactions accurately.
Maintain the front desk area and lobby presentation.
Coordinate with housekeeping and maintenance to ensure room readiness.
Welcome guests by name when possible, following approved greeting protocols.
Provide amenities and upgrades when appropriate opportunities arise.
Maintain professional etiquette and provide discreet, personalized service to high-profile guests.
Complete shift reports and other documentation accurately.
Protect confidential guest information.
Follow key-control and security procedures.
Maintain grooming standards and wear the assigned uniform as specified, including the official hotel lapel pin unless it is embroidered onto the uniform.
Perform other duties assigned by the manager.