Guest Services Representative

2 weeks ago

Lake Arrowhead, California, United States Lake Arrowhead Resort Full time

Company Overview:
At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive workplace that promotes diversity, personal growth, and overall wellbeing. We believe in a People First culture, which is evident in our employee development initiatives, benefits, and the meaningful relationships we cultivate. We offer a comprehensive range of employment benefits, including health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs and discounts. Our commitment to ongoing training and development empowers our employees to enhance their skills and advance their careers in a collaborative environment across over 230 properties worldwide.

Location Overview:
The Lake Arrowhead Resort and Spa is situated in the stunning San Bernardino Mountains, providing guests with breathtaking views and access to a variety of outdoor activities. Surrounded by Ponderosa Pines, the resort offers a range of amenities including a Bar & Restaurant, Spa & Wellness Center, Outdoor Pool, and over 23,000 sq. ft of meeting space.

Position Summary:
The Front Desk Agent plays a crucial role in shaping the guest experience at Lake Arrowhead Resort and Spa. As the primary point of contact, you will be responsible for providing guests with information about the hotel, its amenities, and local attractions. Your goal is to create a welcoming atmosphere and ensure a seamless check-in and check-out process.

Key Responsibilities:

  • Welcome guests with professionalism and friendliness during check-in and check-out.
  • Handle cashier duties, ensuring accurate posting of charges and maintenance of cash receipts.
  • Manage reservations, including entering and updating group files.
  • Act as a concierge, providing guests with information on local entertainment, dining, and events.
  • Maintain excellent guest relations and collaborate effectively with team members.
  • Oversee inventory and sales of items from the Sundries shop, restocking as necessary.
  • Answer incoming calls, providing exceptional customer service to guests in the lobby.
  • Address guest inquiries and concerns in a professional manner.
  • Deliver messages and information to guests as needed.
  • Provide travel directions and local information to enhance the guest experience.
  • Accurately post charges to guest accounts and process payments.
  • Ensure a positive experience for all guests through attentive service.
  • Collaborate with team members to deliver outstanding service.

Additional Responsibilities:
In addition to the primary duties, you may be asked to assist with various supportive functions as determined by management.

Qualifications:

  • High school diploma or equivalent required; experience in hospitality is a plus.
  • 1-2 years of customer service experience, preferably in a front desk role.
  • Proficient in basic computer skills, including MS Office Suite.
  • Strong phone etiquette and note-taking abilities.
  • Effective communication skills in English, both verbal and written.
  • Basic math skills for accurate financial transactions.
  • Ability to manage guest and associate concerns professionally.
  • Flexibility to work various shifts, including weekends and holidays.
  • Reliable transportation to and from work.

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