Guest Service Agent

2 weeks ago

Santa Barbara, California, United States El Encanto, A Belmond Hotel Full time
Unlock the Art of Crafting a Pre-Arrival Journey

As a Guest Service Agent at El Encanto, A Belmond Hotel, you will be part of a team that enhances guest experiences through personalized handling of reservation requests. In this role, you will have the opportunity to develop your skills and be part of the future of luxury.

Key Responsibilities:
  • Communicate effectively with guests, management, and co-workers to their fullest understanding, both in person and on the telephone.
  • Provide legible communication and directions.
  • Input and access data in the computer.
  • Understand guest inquiries and provide responses.
  • Promote positive relations with all individuals who approach the Front Desk and by telephone.
  • Remain professional and courteous with demanding or difficult guests or situations.
  • Focus on the guest's needs, remaining calm and courteous.
  • Think clearly and quickly and make concise decisions.
  • Prioritize, organize, and follow up.
  • Work well under pressure on any arrivals and/or departures within any given period of time.
  • Focus attention on details.
  • Ensure security and confidentiality of guest and hotel information.
  • Ensure security of guest room access.
  • Remain stationary at assigned post for extended periods of time, standing or sitting.
  • Work cohesively with other departments and co-workers as part of a team.
  • Manage all reservation calls and inquiries directed to the hotel in a courteous and efficient manner.
  • The accurate input of reservation information into the property management system, including but not limited to guest address, credit and billing information, travel agent information, and all special requests, in order to ensure a positive guest experience.
  • A thorough knowledge of all hotel room types, room numbers, and rate structures.
  • The maintenance of a file to include all reservation correspondence with regard to a central reservation service, groups, interdepartmental, and individual reservations to ensure proper backup if needed.
  • The prompt and efficient handling of all reservation correspondence such as mail, faxes, or brochure requests.
  • The handling of all guest inquiries in a prompt and courteous manner, whether personally or by directing the guest to the appropriate department.
  • The working knowledge of all group profiles, such as room type needs and rate type needs and rate information for each individually arriving group.
  • Maintain the integrity of all group blocks and pick-ups on a daily basis to maximize occupancy.
  • Ability to satisfactorily communicate in English and/or any foreign language with guests, management and co-workers to their fullest understanding.
  • Provide legible communication.
  • Accurately compute valuable mathematical calculations.
  • Familiarity with yield management and cost controls.
  • Enforce hotel's standards, policies and procedures with the Front Office staff.
  • Create and maintain a positive work environment to ensure an excellent work relationship with other departments and to ensure the guest expectations.
  • Be a clear thinker and analyze and resolve problems pertaining to hotel standards.
  • Prioritize and organize work assignments and delegate work.
  • Direct performance of staff and follow up with corrections where needed.
  • Train and motivate staff on a daily basis to maintain a cohesive team.
  • Focuses attention on details by doing daily rounds of the guest rooms and public areas.
  • Suggestively sell available rooms at highest rate possible.
  • Remain professional and courteous with demanding or difficult guests or situations.
  • Ensures security and confidentiality of guest and hotel information.
  • Ensures that all special guest needs and expectations are met and exceeded.
  • Prepares schedules, in order, to ensure budget expectations.
  • Maintains excellent grooming and dress codes for all staff workers.
  • Aware and practices safety and emergency procedures of the hotel.
  • Use utilities and resources in a responsible manner to control wastage.
  • Communicate relevant information to the department, your line manager and across departments, as appropriate.
  • Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
  • Attend learning and development courses and complete eLearning modules, as required.
What We Offer:

At El Encanto, A Belmond Hotel, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

  • Medical, Dental and Vision coverage.
  • In addition, the company pays for basic life and AD&D as well as short term disability.
  • Team members can choose additional coverage to include voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident and flexible spending.
  • The Company offers paid time off, sick pay, a 401(k) program with company matching, and an employee assistance program.
  • Team members also enjoy free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items.
  • The Discovering Belmond program offers complimentary accommodation for team members while on leisure travel outside their region at any Belmond hotel and resort.
  • It also offers food and beverage at a discounted rate.
  • In addition to the complimentary offerings, discounted rates are available for safaris, trains and cruises.

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

This is your moment.

Compensation is $22 per hour.

About Us

El Encanto, A Belmond Hotel, has been meticulously restored to capture all the romance and glamour that endeared it to both the local Santa Barbara community and visitors alike. Ninety-two quintessential, California-styled suites and bungalows, terraced grounds featuring seven-acres of gloriously landscaped gardens with sweeping views of Santa Barbara and the Pacific Ocean. Original architectural features have been lovingly restored, including the historic, trellis-lined Arbor and Lily Pond. Modern additions to the expansive outdoor zero-edge pool and a new beautifully appointed boutique spa enhance the journey for today's luxury-seeking guest. With our vast offerings, the opportunities to craft a unique career here are endless. Join us and achieve the truly exceptional.

The Belmond & LVMH Family

El Encanto is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.

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