Guest Services Agent

The Cliffs Hotel and Spa•Shell Beach, CA

3d•Onsite

About The Position

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast, offering beautiful ocean views of Pismo Beach. We are seeking a gracious, thoughtful, and motivated part-time Guest Services Agent who can create a sense of luxury while engaging with guests. We are a locally owned business and proud supporter of our local Central Coast Community. We love our employees and offer employee appreciation events, daily discounted lunches, and special hotel benefits. We are continuously growing and expanding!

Requirements

Must be available to work 2 shifts minimum per week
Must be available to work weekends, nights, and Holidays
High school diploma
Excellent command of English language.
Responsible Beverage (RBS) Certificate within 30 days of start date.
Ability to work with people effectively.
Ability to multitask and work in mentally demanding situations.
Maintain a friendly, outgoing attitude throughout all shifts
Must be able to communicate and work effectively with co-workers in all departments

Nice To Haves

Working knowledge of guest services in a luxury hotel setting preferred.
Strong telephone etiquette skills are preferred but not required
Previous retail & cash handling experience is preferred but not required

Responsibilities

Responsible for daily front desk operations including check-ins, check-outs and completion of daily checklists.
Work dedicated shifts in the Boutique, and be responsible for daily sales, checklists and assistance with store inventory.
Work with all departments to accommodate our guests.
Greet and engage all guests with a welcoming, friendly attitude, using the guest's name in accordance with their preference.
Communicate with guests in an articulate manner, using correct verbiage and avoiding slang.
Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values.
Handle multiple guests, booking/reservation requests, and telephone lines simultaneously while maintaining the highest level of customer service.
Share local expertise when making recommendations to guests through providing first-hand knowledge and testimony, providing directions and transportation options when appropriate.
Operate property management system for guest check-in, check-outs and reservation creation.
Complete daily checklist in a timely manner.
Creatively resolve guest requests and issues as necessary, offering appropriate alternatives if original request cannot be fulfilled.
Establish positive relations with all guests who approach the gift shop desk, promoting products and hotel services in order to drive revenue.
Maintain empathetic attitude to recover guests who have had a negative experience.
Answer phones promptly, maintaining a gracious tone while keeping the conversation calm and clear.
Assist with projects assigned during your shift, including gift shop duties.
Communicates graciously and courteously with guests, management and co-workers.
Attend meetings and trainings to learn current hotel information.
Comply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safety measures.