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Guest Services Specialist

2 months ago

Hollywood, California, United States Mondrian Full time
Job Overview

Company Overview:
Mondrian is a unique travel experience that combines innovative design with a vibrant cultural atmosphere. Our properties are strategically located in the heart of dynamic urban environments, offering guests a chance to engage with the local culture while enjoying luxurious accommodations.

Position Summary:
Under the supervision of the Front Office Manager and/or Assistant Front Office Manager, the Front Desk Agent plays a crucial role in ensuring a seamless experience for all guests. This position is dedicated to delivering exceptional, personalized service to both regular and VIP guests, fostering an engaging and memorable atmosphere.

Key Responsibilities:

  • Welcome guests and manage the check-in process, which includes entering and retrieving information from the system, confirming guest details and rates, selecting rooms, coding electronic keys, and promoting hotel services.
  • Utilize the 10/5 rule to enhance guest interactions.
  • Assist with the check-out process, ensuring accurate billing and payment processing.
  • Possess comprehensive knowledge of hotel offerings, including room types, rates, packages, and local attractions, to effectively address guest inquiries.
  • Implement up-selling strategies to maximize occupancy and promote hotel amenities.
  • Respond promptly to guest requests and resolve any issues to ensure satisfaction.
  • Handle guest complaints with professionalism and seek resolutions that enhance guest experiences.
  • Monitor occupancy levels and guest arrivals/departures to proactively address potential issues.
  • Maintain effective communication and professional relationships with colleagues across departments.
  • Support PBX operators, bell staff, and fellow front desk agents in fulfilling their responsibilities.
  • Adhere to Mondrian Hotel policies and understand hospitality standards.
  • Ensure timely logging and delivery of messages, packages, and mail.
  • Communicate effectively with other hotel departments regarding guest services.
  • Utilize radios professionally for communication with hotel staff, adhering to proper etiquette.
  • Ensure accurate cash handling at the front desk.
  • Follow Mondrian Hotel credit policies diligently.
  • Exhibit attentiveness, friendliness, and courtesy towards all guests and team members.
  • Complete and distribute the Mondrian Report as needed and ensure daily checklists are fulfilled.
  • Maintain adequate supplies and operational materials at the front desk.
  • Perform additional duties as assigned.

Compensation: $22.50 per hour

Qualifications:

  • Minimum of 1 year of experience in a Guest Services role, preferably in a hotel setting.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is required; experience with Opera is a plus.
  • Educational background in business, management, hospitality, or a related field is preferred, or equivalent work experience.

Physical Requirements:

  • Ability to stand and work at a computer for extended periods.
  • Capable of stooping, kneeling, bending, and reaching regularly.
  • Occasional lifting of up to 20 pounds.
  • Regular and punctual attendance is essential.
  • Willingness to work varying schedules based on business needs.

Additional Information:
Embrace the culture of Ennismore by understanding and participating in all elements of our service standards. Regular attendance and adherence to company policies are vital for success in this role.