Front Desk Representative

5 days ago

Laguna Beach, California, United States JC Resorts Full time

Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at JC Resorts. As a key member of our hospitality team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Attend to arriving and departing guests, checking them into or out of their hotel rooms, and handle any special requests in a professional and sincere manner.
  • Follow all specified procedures to properly conduct Front Desk business, including registering guests and assigning rooms, processing adjustments and check-outs, and handling cash, credit, and check cashing transactions.
  • Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies, types and location of room and suites available, and service, costs, hours, and location of all hotel amenities, facilities, and outlets.
  • Develop and maintain a working knowledge of the local area, providing hotel guests with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.
  • Satisfactorily resolve guests' complaints and problems, referring to Front Desk management as needed.
  • Understand how to utilize software related to Front Desk operations, such as Opera, HotSOS, Zingle, Flock, Alice Saflok, and any other necessary software.
  • Be completely familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
  • Monitor cleanliness and appearance of the lobby area, immediately reporting deficiencies to Front Desk management and HotSOS.
  • Communicate with Bell stand and Security, as needed, to ensure timely delivery of guests' luggage.
  • Follow all specifications to properly handle all cash and credit transactions and maintain banks, ensuring the availability of adequate cash stock to handle transactions for the majority of the shift.
  • Follow all regulations to safe-guard guest valuables, including promoting the use of in-room safes.
  • Read and follow-up on all communication logs.

Requirements:

  • High school diploma or equivalent required.
  • English fluency required.
  • Minimum one year experience in customer service position.
  • Previous hotel experience preferred.
  • Strong basic math skills required.
  • Must be computer literate.
  • Must display knowledge of currently accepted business telephone etiquette.

Preferred Qualifications:

  • Detail oriented.
  • Organized and efficient.
  • Ability to handle multiple tasks and prioritize, as needed.
  • Learns quickly.
  • Safety-minded.
  • High quality standards for production and service.
  • Diplomatic and calm.
  • Strong verbal communications skills.
  • Courteous, friendly, and professional manner.
  • Good team player.
  • Customer service focus.
  • Able to work productively with little supervision.
  • Trustworthy and reliable.

Physical Demands:

  • Stands and walks short distances throughout shift.
  • Ability to stand on his/her feet for up to 8 hours.
  • Frequent use of stairs.
  • Bends, climbs, stoops, and reaches to perform routine job tasks.
  • Use of telephones approximately 25% of shift and computer 80% of shift.
  • Occasionally required to handle and move objects weighing up to 75 lbs. over short distances.

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