Guest Service Agent

Kimpton Hotels & Restaurants•Santa Barbara, CA

10h

About The Position

The Guest Service Agent is responsible for guest registration and check-out, PBX operations, and mail and message services while providing outstanding guest service. The role advocates for the hotel, creates personalized guest experiences, and builds relationships that encourage guests to return. The position requires a welcoming, professional approach and the ability to handle multiple arrivals and departures under pressure. The agent works with other hotel departments and uses hotel systems to support front-desk operations.

Requirements

High school diploma or GED required.
Able to work a flexible schedule, including evenings, weekends, and holidays.
Able to work well under pressure while handling many arrivals and departures within a short period.
Familiarity with hotel systems and operations, and ability to enter information accurately.
Knowledge of the immediate area, services, attractions, and events.

Nice To Haves

Previous experience in a front desk or customer-facing role is preferred.

Responsibilities

Review arrivals, note special requests, and block rooms as needed.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete the appropriate AM, PM, or overnight checklist by the end of each shift.
Pre-assign hotel rooms, including rooms for VIPs, repeat guests, package bookings, and guests with special requests.
Follow the established key control policy.
Ensure proper credit policies are followed.
Submit lost-and-found items with a completed lost-and-found report.
Open, secure, and balance the daily shift bank by counting and verifying cash, check, and credit card transactions handled while on duty.
Verify the credit limit report.
Monitor room availability throughout the day.
Review the hotel's daily selling status using the yield management system.
Attend a monthly department meeting.
Communicate by telephone and/or radio with Reservations, Sales, Housekeeping, Bell Staff, and Valet.
Provide outstanding guest service and develop relationships with guests.