Rooms - Guest Service Agent

Ojai Valley Inn & Spa • Ojai, CA

4d

About The Position

The Guest Service Agent performs guest check-ins and check-outs courteously and efficiently, processes payments according to hotel requirements, and handles incoming and outgoing calls. The role welcomes guests at the resort’s welcome kiosk, provides information and directions, and assists with transportation arrangements. It also involves dispatching designated personnel during emergencies, resolving guest issues and complaints, and escalating matters to a supervisor or manager when necessary.

The agent maintains knowledge of hotel activities, arrivals and departures, features, services, amenities, and outlet hours. The position requires professional, service-oriented conduct, attention to confidentiality and security, and compliance with hotel standards and procedures. Associates may also be assigned other job-related duties.

Requirements

• Experience in guest relations and issue resolution.
• At least one year of previous experience in a similar position at a Four- or Five-Diamond hotel.
• Proficiency in reading, writing, and speaking English.
• Ability to write legibly and perform basic mathematical computations.
• Basic computer skills, including Microsoft Office Suite.
• Ability to multitask while maintaining a hospitable and professional demeanor.
• Attention to detail and ability to maintain confidentiality of guest and hotel information.
• Ability to think clearly and exercise good judgment under pressure.
• Ability to work with minimal supervision, follow directions, and work effectively as part of a team.

Nice To Haves

• Previous experience as a Guest Service Agent at an upscale hotel or resort.
• Knowledge of Property Management Systems.
• Some college education or training in the hospitality industry.
• Previous cash-handling experience.

Responsibilities

• Process guest check-ins and check-outs and handle payments, including cash, according to established procedures.
• Welcome and direct guests and visitors; provide accurate directions and information about hotel services, amenities, activities, and operating hours.
• Handle guest complaints and resolve issues to support guest satisfaction, notifying a supervisor or manager when necessary.
• Answer, transfer, and assist with incoming and outgoing calls; accept and record wake-up call requests and assist with reservations calls when needed.
• Dispatch designated personnel for emergency situations, including fire, medical, or power/system failures.
• Ensure the security of guest room access and properly handle sensitive and confidential information.
• Suggest and up-sell available rooms.
• Provide concierge service and arrange or order transportation when necessary.
• Maintain cleanliness and organization of Front Office areas.
• Maintain regular attendance and high standards of appearance and grooming, including wearing the proper uniform and name tag.
• Promote accident prevention and comply with OVI standards and regulations for safe and efficient hotel operations.
• Approach interactions with guests and employees professionally and in a service-oriented manner.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed