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Front Desk Agent

4 months ago

Laguna Beach, California, United States Casa Loma Beach Hotel (formerly The Inn at Laguna Beach) Full time

Summary of Position:

The Front Desk Agent is responsible for providing welcoming, friendly, efficient, resourceful and genuine hospitality at the front desk. This includes checking guests in and out, resolving guest concerns, providing recommendations, and more

Essential Functions:

Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest's reservation and making changes as necessary.
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests.
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary.
Providing safety deposit boxes, upon request.
Arrange registration cards and complete bucket check.
Other tasks as assigned by Front Office Supervisor/Area FO Manager/Area Assistant GM.
Embrace our company's Purpose, Pillars, and Service Essentials.
Incorporate the Mystery Shopper Standards into every interaction.

Qualifications:

Education: College degree preferred, but not required.

Experience: Prior hotel experience preferred but not required, Housekeeping and Guest Services also preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to train and manage with strong leadership skills. Creates a positive working environment.
Ability to make quick and efficient decisions to benefit the team and guest.
Ability to memorize and perform Hotel Standards, AAA 3-4 diamond standards, and Mystery shopper standards.
Strong organizational skills and time management.
Knowledge of Property Management systems.
Knowledge of Management Reporting tools.
Bilingual in Spanish a plus.

Personal Characteristics:
Behaves ethically
Communicates effectively: Speaks, listens and writes in a clear and effective manner
Professional Appearance: Exhibits an appearance appropriate for a three-diamond hotel (Specific grooming standards are available for review)

Working Conditions:
This is a full-time, non-exempt position. Actual hours may vary dependent on business needs but will generally fall between 5:00 am and 10:00 pm. Attendance as scheduled is a critical element for all positions at Casa Loma Beach Hotel. Availability for weekends and holidays is essential.
Casa Loma Beach Hotel leaders and associates believe each guest should be treated with respect and professionalism. Our purpose is Making Space for Genuine Hospitality. In order to be successful at Casa Loma Beach Hotel, associates are delighted to embrace our purpose, as well as our Pillars: Hands-On and Heartfelt, Sincere and Focused, Collaborative and Curious, and Conscientious. Finally, all associates are trained in and embrace our 21 Service Essentials. Our fun, friendly and genuine associates treat every guest as if they were our only guest. A true customer focus is essential to succeed with our properties.
Source: Hospitality Online