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Nocturnal Guest Services Representative
2 months ago
Introduction:
Seabreeze Management Company is a comprehensive property management organization overseeing a varied portfolio of over 90,000 residential and commercial properties.
Located in Aliso Viejo, California, Seabreeze has been delivering an exceptional client experience to commercial common-interest developments and homeowners' associations for more than three decades.
With offices spread across California and Nevada, Seabreeze has broadened its mission to be a reliable advisor and collaborative partner with developments, fostering thriving associations through outstanding service and integrity.
At Seabreeze, our people are central to our operations.Our philosophy, "Passion combined with commitment creates an unstoppable force," is embodied by our enthusiastic and customer-focused teams who serve the communities where we operate.
Summary:
The Guest Services Representative is responsible for delivering exceptional concierge services for residential properties.
This role involves proactively anticipating customer needs to provide solutions before requests are made, personalizing service delivery to cater to individual customer requirements, reminding customers of scheduled events and appointments, and shielding them from unnecessary demands.
Key Responsibilities:
To excel in this role, the individual must effectively perform each essential duty. The requirements outlined below represent the knowledge, skills, and abilities necessary for success. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
Deliver memorable experiences to customers with the highest level of responsiveness.
Provide top-tier personal services, which may include scheduling transportation, assisting with dining reservations, and managing maintenance requests.
Assist with service deliverables, including dry cleaning, faxing, copying, and other errands.Project a professional and approachable image in appearance and demeanor.
Maintain a clean and organized work environment.
Ensure prompt and positive responses to all resident inquiries, complaints, and suggestions, conducting quality assurance follow-ups; address questions regarding services and building issues.
Report or direct issues to the appropriate department manager.Greet all residents and guests with utmost courtesy and urgency.
Communicate effectively with other Guest Services Representatives by relaying pertinent information verbally and documenting it in the Shift Log.
Understand emergency procedures at the front desk, including the pendant/pull cord system and emergency protocols.React swiftly to emergencies and coordinate with Valet staff to prepare for emergency responders.
Maintain a consistent presence at the workstation.Participate in resident organizations and functions when directed.
Record reservations for guest and conference rooms, forwarding event planning opportunities to the Activities Director.
Utilize professional telephone etiquette in handling resident requests and employ the work order system as necessary.
Assist and coordinate with new move-ins or move-outs as needed.
Provide administrative support with resident files and emergency information.
Maintain a key log and all relevant data sheets, taking ownership of all appropriately loaned keys to vendors, contractors, and guests.
Assist with package deliveries, logging receipts of packages delivered for residents.
Provide access control services and remain vigilant regarding non-residents and their purpose for being on the property.
Continuously update and review the database (emergency contacts, Shelter-in-Place, Permission-to-Enter forms, etc.)
Perform necessary functions on the management software to ensure proper tracking and information relay. Read shift logs and front desk directions to stay informed of procedures and information.
Review Front Desk Staff Procedures to carry out additional necessary duties.
Understand property rules and regulations for compliance and report any noncompliance matters as necessary.
Other duties as assigned or requested by management.Knowledge, Skills, and Experience:
Must exhibit a positive attitude and professional demeanor, serving as an ambassador for the company and encouraging colleagues to do the same.
Ability to address problems involving several concrete variables in standardized situations.
Ability to read and interpret documents such as operating and procedural manuals.
Ability to perform basic math skills such as addition, subtraction, multiplication, and division.
Requires strong communication, organizational, decision-making, and interpersonal skills.
Detail-oriented with thorough follow-through capabilities.
Ability to multitask and work effectively under pressure.
Professional demeanor with the capacity to use independent judgment to resolve customer service matters satisfactorily.
Proficiency with electronic resources such as Internet search, Outlook, and Word.
Minimum Education:
Two years of prior hospitality experience preferred
Some higher education or vocational training specializing in the hospitality industry desired
Good geographic knowledge of the surrounding area
Language Skills:
The individual must possess strong written communication skills and the ability to communicate effectively with employees and clients at all organizational levels, both verbally and in writing.
Availability:
The schedule is full-time overnight Monday through Friday or part-time overnight Saturday and Sunday.
Work Environment:
The work environment is typical of an office building. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Seabreeze is proud to be an Equal Opportunity Employer that celebrates the diversity of our team.
We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected status.
