Front Desk - Guest Service Agent (Full-Time) - Hacienda Hotel by Best Western Old Town San Diego

WS Management•San Diego, CA

About The Position

The Guest Service Agent is the frontline ambassador for WS Management's Outrageous Hospitality, providing warm, efficient, and accurate service to every guest during check-in, check-out, and throughout their stay. This role sets the tone for the guest experience and plays a key part in guest satisfaction, loyalty, and brand success. GSAs embody WS core values (Integrity, Respect for All, Kindness, Empowerment, Creativity, and Results Orientation), as well as support the Three P Philosophy: People, Profit & Planet by ensuring accuracy in financial transactions, protecting hotel assets, and providing exceptional service consistent with Brand standards. This is a non-exempt (hourly paid) position.

Requirements

Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
High school education or equivalent experience.
Professional in presentation and demeanor
Enjoy working with a team
Demonstrated ability to work under pressure in a busy environment
Ability to accurately follow instructions, both verbally and written
Ability to cross-train in other hotel related areas
Must show initiative, including anticipating guest and operational needs

Responsibilities

Deliver Outrageous Hospitality
Greet every guest with warmth, positivity, and genuine engagement following the 10/5 Rule.
Anticipate guest needs and personalize interactions to create memorable experiences.
Provide clear, accurate information about the hotel, amenities, and local area.
Resolve concerns with fairness, urgency, and kindness using WS service recovery standards.
Accurate & Efficient Front Desk Operations
Perform check-ins, check-outs, payment processing, and room assignments accurately.
Verify identification, payment methods, and reservation accuracy.
Follow all cash-handling, credit card, and fraud-prevention procedures.
Maintain accuracy in the PMS with guest profiles, notes, incidents, and room status.
Communication & Team Collaboration
Keep open and clear communication with Housekeeping, Maintenance, and Leadership.
Update room statuses, special requests, and guest issues promptly.
Use approved communication channels (Teams, radio, email) professionally.
Support the team by assisting with tasks outside the desk when appropriate.
Ensure to Maintain Cleanliness of Employee shared spaces (Ie. Breakrooms, Bathrooms)
Follow Brand & WS Standards
Uphold all front office brand standards.
Maintain a clean, organized, and guest-ready desk at all times.
Ensure lobby and public areas remain clean using the ABC Rule (Always Be Cleaning).
Protect guest information, privacy, and security.
Safety, Security & Asset Protection
Follow all safety procedures, including emergency response protocols.
Report suspicious activity, hazards, or maintenance issues immediately.
Protect hotel property with accurate key control and equipment handling.