Front Desk Agent

Santa Ana, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Range $17.50 - $18.50

Work Schedule

Flexible

Day Shifts

Night Shifts

Benefits

401(k)

Health Insurance

Paid Time Off

Job Description

Our hotel is a well-regarded establishment dedicated to providing exceptional hospitality and a welcoming atmosphere for all guests. As a reputable property in the lodging industry, we pride ourselves on delivering high-quality services that contribute to memorable guest experiences. Our team is committed to maintaining high standards for comfort, cleanliness, and customer care, ensuring each visitor feels valued throughout their stay. We foster a collaborative work environment that supports professional growth and open communication among staff members, all geared towards exceeding guests' expectations and enhancing their satisfaction.

We are currently seeking a friendly and reliable Front Desk Guest Service Agent to join our team. This person will serve as the initial point of contact for guests, playing a pivotal role in creating a positive first impression and ensuring a smooth flow of operations at the front desk. The position demands flexible availability as it includes working both day and night audit shifts. The successful candidate will manage all aspects of the guest experience from check-in to checkout, incorporating a professional demeanor and excellent communication skills to address inquiries and resolve issues promptly.

The Front Desk Guest Service Agent is responsible for registering guests, assigning rooms, accommodating special requests, and providing information about hotel facilities and local attractions. This role requires proficiency in using hotel management systems for processing reservations, billing, and managing room inventory. The agent also handles sensitive financial transactions, balancing cash drawers at the end of shifts, and adhering to strict cash handling procedures. Additionally, this role demands multitasking abilities to manage phone calls, assist with reservations, and coordinate with various hotel departments to provide seamless guest services.

In this dynamic position, the Guest Service Agent must demonstrate strong problem-solving skills, possess a detail-oriented mindset, and be able to maintain composure in high-pressure situations. A positive attitude and teamwork spirit are essential for fostering an enjoyable work environment. The position offers competitive pay in the range of $17.50 to $18.50 per hour and includes attractive benefits such as 401(k), health insurance, and paid time off. This is an in-person role that requires adherence to the hotel's dress code and professional presentation standards.

If you enjoy interacting with people, have a passion for hospitality, and are eager to contribute to a great guest experience, this position could be the perfect fit. Join us and become a valued member of our dedicated team that strives to deliver outstanding customer service and uphold our hotel's esteemed reputation.

Job Requirements

High school diploma or equivalent
Ability to work flexible hours including day and night shifts
Strong communication skills
Basic computer proficiency
Customer service experience preferred
Ability to handle cash transactions accurately
Must be able to remain calm under pressure
Availability to work weekends and holidays
Physical stamina to stand for long periods
Ability to work in person at the hotel location

Job Qualifications

High school diploma or equivalent required
College coursework in related field helpful
Computer knowledge of Excel and Word
Experience in a hotel or a related field preferred but not required
Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
Demonstrate ability to multi-task, be detail-oriented, and be a good problem solver who can effectively resolve guest conflicts
Must be able to convey information and ideas clearly
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must work well in stressful high-pressure situations
Ability to perform numerical operations using basic counting adding, subtracting, multiplying, and dividing
Ability to read, comprehend and write simple instructions and/or short correspondence and memos
Must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays
Ability to participate in the creation of an enjoyable work environment

Job Duties

Greet guests in a friendly and professional manner upon arrival
Inform guests of the hotel's facilities and provide a map at the time of registration
Handle guest check-ins and check-outs efficiently and in a professional manner
Handle guest issues, complaints, and requests
Proactively resolve problems in a manner satisfactory to both the guests and the hotel
Pre-register and produce key cards
Process payments and provide final invoices
Handle cashier duties and balance one's bank at the conclusion of the shift
Follow proper cash handling procedures and be able to file and post all charges to guest folios and ledger accounts
Assist with answering phones, making reservations, and guests' requests and inquiries
Complete shift checklist and necessary reports
Be proficient with check-in, check-out, making reservations, running daily reports, and planning room assignments
Monitor guests' accounts, room inventory, and out-of-order rooms
Keep the work area neat and always clean
Answer guest questions regarding local area facilities and be able to give proper directions to these areas
Demonstrate proper telephone etiquette, transferring calls, and taking accurate messages for guests and employees
Prepare and receive deliveries via vendor log
Communicate with the incoming shift employees by logging pertinent information
Work together with the team to maintain accurate logs such as customer complaint logs, vendor logs, shift notes, etc
Coordinate with all hotel departments
Adhere to the dress code, uniform, and name tags
Stand when speaking to guests or when guests walk in