Overnight Guest Services Representative

4 weeks ago

Los Angeles, California, United States Onni Group Full time
About the Role

We are seeking a highly motivated and customer-focused Overnight Guest Services Agent to join our team at Onni Group. As a key member of our front desk team, you will be responsible for providing exceptional service to our residents and guests, ensuring a seamless and enjoyable experience for all.

Key Responsibilities
  • Provide warm and welcoming service to guests, responding to their needs and resolving any issues promptly.
  • Administer check-ins and check-outs, ensuring accurate and efficient processing of guest information.
  • Deliver mail, messages, and packages to residents and guests, maintaining a high level of professionalism and attention to detail.
  • Coordinate and communicate services with Resident Services, Leasing, Maintenance, and Management Staff, ensuring seamless execution of guest requests.
  • Provide a wealth of information to guests on various matters, such as transportation and restaurant advice, demonstrating a deep understanding of our community and its offerings.
  • Diffuse conflict or tense situations with residents, prospects, and/or guests, utilizing effective communication and conflict resolution skills.
  • Perform administrative duties as needed, including data entry, filing, and other tasks to support the front desk team.
  • Coordinate Resident Move-ins and Move-outs, partnering with Leasing and Resident Services to ensure a smooth transition for our residents.
  • Coordinate Elevator reservations for Residents, ensuring timely and efficient access to our amenities.
  • Assist in a timely manner with all phone calls and emails from Residents and guests, providing prompt and professional responses.
  • Recruit Partners for our Onni Rewards program, continuously updating Residents on new opportunities and benefits.
  • Ensure cleanliness and upkeep of amenity spaces by completing Property Walks, maintaining a high level of quality and attention to detail.
  • Maintain Service of Resident Lounge Coffee Machines and supplies, ensuring a consistent and high-quality experience for our residents.
  • Refer multiple services, including Housekeepers, dog walkers, and other vendors, to support our residents' needs.
  • Assist with packages, auditing, dry cleaning, and perishable arrangements, ensuring timely and efficient processing of guest requests.
  • Liaison between LEVEL hotel and LEVEL Hope + Flower Extended Stay guests, assisting with arrival and departure, room FOBs, and mail keys.
  • Assist Residents with Friends and Family bookings with LEVEL, ensuring seamless execution of guest requests.
  • Plan and brainstorm Resident events with Concierge, Resident Services, and Property Management, creating engaging and memorable experiences for our residents.
  • Communicate daily and upcoming events between Concierge Desk, Resident Services, and Property Management, ensuring seamless execution of guest requests.
Requirements
  • High School Degree
  • College Courses in Hospitality Management or related field, preferred
  • Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
  • Commitment to exceed guest/customer service expectations with knowledge of high-level luxury customer service touchpoints
  • Excellent oral and written communication skills
  • Ability to work in a very high-paced work environment and excellent interpersonal skills
  • Must be professional, team-oriented, and possess good work ethics
  • Excellent organizational and time management skills
  • Attention to detail and ability to work on multiple projects simultaneously
  • Ability to be flexible, positive, outgoing, personable, and able to relate well with diverse populations and age groups
  • Must have a flexible schedule with the ability to work weekends, holiday, and/or overnight

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