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Guest Services Representative

2 months ago

Santa Cruz, California, United States Santa Cruz Seaside Full time

POSITION OVERVIEW:
We are seeking a dedicated individual for the evening shift.

This role involves overseeing the Main Lobby, Reception Area, Breakfast Lounge, and ensuring the safety and security of the establishment. The individual will interact directly with guests for check-in and check-out processes, address inquiries, manage reservations, and handle guest feedback. Responsibilities also include maintaining cleanliness in the front office, kitchen, lounge, and restrooms.

ESSENTIAL JOB REQUIREMENTS:

Basic skills in mathematics, computer operations, and clerical tasks are necessary, along with the ability to multitask in a friendly, positive, and professional manner. Availability to work on weekends and holidays is required, along with adherence to company grooming standards.



PRIMARY RESPONSIBILITIES:

  • Welcome guests upon arrival.
  • Conduct cash drawer audits at the start and end of each shift.
  • Register guests and allocate suitable rooms.
  • Process payments for accommodations and additional services via cash and card.
  • Input guest and payment details into a computerized system.
  • Manage multiline phone systems and take precise notes.
  • Assist with reservations over the phone as needed.
  • Support guests with online booking inquiries.
  • Liaise with maintenance staff for any required repairs.
  • Prepare and set up food and beverages for continental breakfast and other services.
  • Ensure that food, coffee, utensils, and office supplies are adequately stocked.
  • Perform cleaning duties including mopping, vacuuming, trash removal, and surface sanitization in the office, lounge, lobby, and kitchen.
  • Carry out additional tasks as assigned.

INTERNAL RELATIONSHIPS:

Collaboration with the Director of Lodging Operations, Front Desk Supervisor, Housekeeping staff, Guest Service Representatives, Wardrobe Department, Security personnel, and potential interaction with various levels of company employees.


EXTERNAL RELATIONSHIPS:
Frequent interaction with guests.

TRAINING AND EXPERIENCE:
Experience in cash handling, hotel/motel front desk operations, customer service, and/or computer skills is preferred.

SKILLS AND ABILITIES:

  • Ability to greet the public warmly and positively.
  • Capacity to remain alert and attentive during shifts.
  • Competence in resolving issues and complaints with independent judgment and common sense.
  • Quick adaptability to clerical procedures and maintaining accurate records.
  • Proficiency in operating multiline phone systems, light typing, and using a 10-key calculator.
  • Ability to identify and report unusual or suspicious activities.
  • Skills in data entry and retrieval using a computer.
  • Capability to balance audits against payments electronically.
  • Ability to work independently as well as collaboratively within a team.

PHYSICAL DEMANDS:

  • Ability to stand for extended periods.
  • Capacity to work in confined spaces.
  • Ability to lift, drag, or pull items weighing up to 50 lbs.
  • Ability to hear conversations both on the phone and in person.
  • Ability to see, read, and interpret documents and paperwork.

SCREENING:
Criminal Background Check

Drug Test

Back Exam

REPORTS TO:
Front Desk Supervisor