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Guest Services Representative

2 months ago

Santa Barbara, California, United States Palihouse Santa Barbara Full time

GUEST SERVICES REPRESENTATIVE | PALIHOUSE SANTA BARBARA

POSITION OVERVIEW:

We are seeking a personable Guest Services Representative to deliver our renowned hospitality. From the welcoming check-in experience to addressing ongoing inquiries and requests, our Guest Services Representatives are essential in crafting an unforgettable stay for our guests.

ABOUT PALIHOUSE SANTA BARBARA:

Palihouse Santa Barbara is a charming coastal sanctuary located in the historic Presidio Neighborhood of downtown Santa Barbara. With 24 thoughtfully designed guest accommodations nestled around a tranquil Mediterranean courtyard and pool, this exquisite hotel appeals to discerning travelers in search of an authentic and intimate experience. If you are enthusiastic about forging genuine connections, excel in a dynamic hospitality setting, and take pleasure in enhancing guest experiences, we welcome your interest in this role at Palihouse Santa Barbara.

KEY RESPONSIBILITIES:
  • Providing exceptional service to guests, overseeing the check-in/check-out procedures, managing billing, confirming contact details, and addressing inquiries throughout their stay.
  • Acting as an informed guide, ready to share insights about the hotel, its amenities, and the surrounding area.
  • Fostering a friendly and positive atmosphere to ensure a welcoming environment for both guests and colleagues.
  • Building lasting relationships with hotel guests in accordance with our service standards.
  • Facilitating a smooth registration process and guest arrivals, while actively listening to guest feedback and managing billing settlements.
  • Responding to phone calls, emails, and other guest inquiries promptly and courteously.
  • Entering guest information and payments into hotel management systems, such as Opera.
  • Collaborating with sales and operations teams to ensure a seamless experience for all guests.
  • Proactively recognizing guest needs and discovering ways to surprise and delight them, encouraging repeat visits.
  • Maintaining attention to detail, whether it's a misplaced item or a guest in need of assistance.
  • Enforcing established policies and procedures with professionalism.
  • Effectively communicating guest requests or concerns to the Front Desk Manager, Housekeeping, or Engineering, while conducting safety and cleanliness checks.
  • Performing safety responsibilities and adhering to established protocols during emergency situations.
  • Assisting other departments as needed to ensure a safe and enjoyable operation for guests and team members.
QUALIFICATIONS:
  • Positive attitude and energetic demeanor.
  • Strong service orientation and teamwork skills.
  • Ability to manage multiple tasks efficiently.
  • Excellent interpersonal, analytical, and organizational abilities.
  • Basic arithmetic skills are essential.
  • Proficient in data entry and information retrieval on computer systems.
  • Flexible availability for various shifts, including weekends and holidays.
  • Preferred minimum of two years of experience in guest reception or a similar role, ideally in a luxury hotel environment.
  • Fluency in English, both spoken and written.
  • Clear communication skills for providing directions and information.
  • Ability to navigate property management systems and point of sale systems effectively.
  • Attention to detail, speed, and accuracy in job functions.
  • Strong prioritization and organizational skills.
  • Ability to remain calm and resolve issues with sound judgment.
  • Willingness to follow instructions thoroughly.
  • Understanding of guest service needs.
  • Ability to work cohesively with colleagues as part of a team.
  • Capability to work independently with minimal supervision.
  • Commitment to maintaining confidentiality of guest information and hotel data.
  • Physical stamina to stand for extended periods and lift up to 25 lbs.
  • Mobility to perform tasks involving walking, bending, and lifting up to 30 lbs.
BENEFITS:
  • Competitive compensation package including medical, dental, vision, and life insurance.
  • 401(k) retirement plan.
  • Paid time off, holiday pay, and sick leave.
  • Opportunities for career advancement within a growing organization.
  • Professional development for success across various hospitality career paths.
  • Collaborative work environment that encourages creative contributions.
  • Employee discounts on hotels and dining across our portfolio.
  • Hands-on training with a supportive team.
Palisociety is an Equal Opportunity Employer dedicated to building a diverse workforce and fostering an inclusive culture. We do not discriminate based on disability, veteran status, or any other protected status under federal, state, or local laws.