Rooms - Guest Service Agent

Ojai Valley Inn • Ojai, CA

3d

About The Position

The Guest Service Agent courteously and efficiently checks hotel guests in and out, processes payments according to hotel requirements, handles incoming calls and assists with outgoing calls, and provides information and a welcoming first impression to guests and visitors. The role welcomes guests at the resort’s welcome kiosk, helps direct them, and efficiently resolves guest issues and complaints, referring matters to the supervisor or manager on duty when necessary. The agent also plays a role in emergency response by contacting designated personnel for immediate assistance.

The position supports Front Office operations by handling guest calls and requests, maintaining knowledge of hotel activities, arrivals and departures, features, services, amenities, and outlet hours, and providing directions or arranging transportation. The agent is expected to maintain professional, service-oriented conduct, protect confidential information, follow safety and operational standards, and maintain a clean and organized work area.

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.
• Ability to perform basic mathematical computations.
• Basic computer skills, including Microsoft Office Suite.
• Ability to multitask while maintaining a hospitable and professional demeanor.
• Attention to detail.
• Ability to maintain confidentiality of guest and hotel information.
• Ability to think clearly and exercise good judgment in pressure situations.
• Ability to work with minimal supervision.
• Ability to work well under pressure and follow directions.
• Ability to work as a team player.

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 hospitality industry training.
• Previous cash-handling experience.

Responsibilities

• Process guest check-ins and check-outs.
• Process guest payments and handle cash according to established procedures.
• Answer, transfer, and handle incoming telephone calls, and assist with outgoing calls when necessary.
• Handle guest complaints according to procedures, seek guest satisfaction, and notify a supervisor or manager when necessary.
• Welcome guests to the resort at the welcome kiosk and direct them accordingly.
• Provide accurate directions and arrange or order transportation for guests when needed.
• Provide information about hotel activities, arrivals and departures, features, services, amenities, and outlet operating hours.
• Ensure the security of guest room access.
• Suggest and upsell available rooms.
• Accept and record wake-up call requests.
• Assist with reservations calls when necessary.
• Provide concierge service when necessary.
• Maintain cleanliness and organization of Front Office areas.
• Contact designated personnel to assist with emergency situations, including fire, medical, and power or system failures.
• Handle sensitive and confidential information appropriately.
• Promote accident prevention and comply with OVI standards and regulations for safe, efficient hotel operations.
• Maintain regular attendance and standards of appearance and grooming, including wearing the proper uniform and name tag.
• Perform other job-related duties as assigned.

What This Job Offers

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