Guest Service Agent

Ensemble • Santa Cruz, CA

8d

About The Position

The Guest Service Agent is a polished hospitality professional with a natural warmth, exceptional attention to detail, and a genuine passion for creating meaningful connections with every member and guest they encounter. This role is essential in upholding our high standards of excellence, serving as the welcoming face of the Guest House and the first impression members experience upon arrival. By delivering anticipatory, white-glove service across all guest touchpoints, the Guest Service Agent will embody La Bahia Hotel & Spa's service standards (inspired by Forbes) while setting the tone for an exceptional and memorable visit at our beachfront property.

Requirements

• 2+ years of experience in a luxury hospitality, concierge, or front-of-house role (private club, five-star hotel, or similar environment preferred)
• Exceptional interpersonal and communication skills with a natural ability to connect with a discerning clientele
• Polished, professional presentation and demeanor at all times
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
• Proficiency with property management or club management software; willingness to learn new systems
• Discretion and sound judgment when handling confidential member information
• Flexibility to work a rotating schedule including evenings, weekends, and holidays
• Capability to lift, push, and pull a moderate amount of weight (Up to 30lbs)
• Ability to stand for long periods of time

Responsibilities

• Greet and welcome members and guests upon arrival, addressing them by name whenever possible to create a personalized experience
• Manage member check-ins and arrivals with efficiency and elegance, ensuring all preferences and special requests are noted and fulfilled
• Serve as a knowledgeable resource for all Preferred Guest Program amenities, services, events, and member benefits
• Handle reservations, bookings, and scheduling for dining, spa, fitness, private events, and other Guest House offerings
• Anticipate member needs before they are expressed, proactively offering assistance and recommendations
• Respond to member inquiries, requests, and concerns in person, by phone, and via written communication with professionalism and grace
• Coordinate with internal departments — including food & beverage, housekeeping, events, and security — to ensure smooth operations and member satisfaction
• Maintain the appearance and atmosphere of the reception and lobby areas to reflect the Guest House luxury standards
• Accurately process membership records, billing, and administrative tasks using the Guest House's property management system
• Handle sensitive member information with the utmost discretion and confidentiality
• Assist with special events, VIP arrivals, and member milestone celebrations
• Perform all other duties that may be assigned as needed by your manager

What This Job Offers

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