Guest Relations Agent
About The Position
The Guest Relations Agent is responsible for the smooth day-to-day operation of the club reception area. The role involves frequent interaction with Members, their guests, and hotel guests through text, telephone, email, and in-person conversations. The Agent monitors public areas and provides consistently outstanding service, building rapport with Members, managers, and staff to support a positive Member experience and a harmonious workplace. All work-related duties are performed onsite in San Francisco. The position also supports hotel operations, including guest check-in and checkout, room orientation, reservation review, service inspections, coordination with Housekeeping and other departments, and monitoring hotel supplies and cleanliness. The Agent handles guest correspondence and telephone inquiries, responds to service needs, reports maintenance issues, and helps maintain inventory, cost controls, and continuous improvement of Front Desk operations. The scheduled hours are Tuesday through Saturday, 7:00 AM to 3:30 PM.
Requirements
- Must be at least 18 years of age.
- Must be able to work up to 40 or more hours per week for full-time positions.
- Basic computer and math skills.
- Strong computer skills and ability to learn new software quickly.
- Ability to read, write, speak, and understand English comprehensively.
- Excellent written and verbal communication skills in English.
- Ability to take direction and follow written and verbal instructions.
- Ability to solve problems creatively and implement solutions effectively.
- Good time-management skills, attention to detail, and ability to manage and complete priority workflows.
- Ability to learn and perform in a fast-paced environment.
- Ability to work independently and as part of a team while handling multiple tasks.
- Ability to interact professionally with guests and maintain a composed demeanor.
- Ability to work with a sense of urgency.
Responsibilities
- Check hotel guests in and out and escort them to their rooms to provide a room orientation.
- Greet Members and their guests promptly upon arrival.
- Maintain knowledge of hotel outlets and public areas, including hours, pricing, and Member-related information.
- Monitor guest reactions and adjust service to ensure satisfaction.
- Perform opening and closing procedures.
- Communicate promptly with applicable departments to support continuous service.
- Review hotel reservations and plan for special requests and VIPs.
- Inspect guest rooms and public areas regularly and promptly address service opportunities.
- Coordinate with Housekeeping to keep the property spotless.
- Monitor and maintain hotel supplies and cleanliness in hotel and public areas.
- Report maintenance issues, including HVAC, plumbing, and electrical problems, to the maintenance department.
- Answer telephone calls promptly and cordially.
- Treat guests in a friendly and accommodating manner.
- Monitor staff appearance and take action as needed.
- Handle Member and guest correspondence as necessary.
- Monitor supply inventory and maintain daily cost control and loss prevention.
- Maintain par levels for hotel-operation supplies and equipment.
- Complete requisitions for shortages or additional items needed for anticipated business.
- Implement strategies to continuously improve Front Desk operations.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
