Guest Service Agent
About The Position
The Guest Service Agent position is part of the Front Office/Guest Services department. This role is responsible for checking in and checking out hotel guests courteously and efficiently, processing all payments, and providing information to guests and visitors. The hotel offers ocean views, beachfront access, a restaurant & bar, outdoor meeting space, a fitness center, a rooftop lounge, and an outdoor pool. It is conveniently located steps from Doheny State Beach and minutes from I-5, providing easy access to local attractions and Dana Point Harbor's shopping and dining. This pet-friendly property combines coastal charm with modern amenities, creating an engaging environment for hospitality professionals serving both leisure and business travelers.
Requirements
- A minimum of six (6) months in customer service preferably in a hotel setting such as Hilton, Marriott, Hyatt or other hotel brand.
- Must have a flexible schedule and be available to work mornings, evenings, weekends, holidays and overnight shifts.
- Must have exceptional customer service skills.
- Ability to stand for long periods; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- Ability to occasionally sit; stoop, kneel, crouch, or crawl; and taste or smell.
- Ability to regularly lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
Responsibilities
- Completes all daily front desk agent tasks.
- Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.
- Resolve guest issues, complaints, and requests with a sense of urgency and empathy.
- Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
- Maintain knowledge of all hotel features, services, hours of operation, and room types.
- Ensure all reservations that need to be made manually are in the system.
- Meets Hilton Honors enrollment goals by signing up guests during check-in.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times, Adhere to all cashiering procedures.
- Meet with supervisor to review daily assignments and priorities.
- Answer department telephone within three rings, using correct greeting and telephone etiquette.
- Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
- Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
- Communicate with sales department on Group and or Billing issues.
- Follow up with guest requests/complaints.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
