Front Desk Agent
On-siteSanta Barbara, California, United States
Job Summary
Create a warm, polished, and personalized experience for every guest from arrival through departure, anticipating needs, providing recommendations, and taking ownership of requests with discretion. Perform check-ins and check-outs, verify reservations, process payments, and maintain accurate guest profiles while assisting with walk-ins, upgrades, and resort offerings. Communicate clearly and proactively with Housekeeping, Reservations, Engineering, and Food & Beverage to ensure seamless coordination of guest needs and daily operations. Maintain accurate documentation of guest information, handle cash and credit card processing, and balance shifts in a fast-paced luxury resort environment. Work a varied schedule including mornings, evenings, weekends, and holidays.
Required Qualifications
- High School diploma or equivalent
- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must work well in stressful, high pressure situations
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
- Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests
- Must be able to work with and understand financial information and data, and basic arithmetic functions
- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
- Ability to read, comprehend and write simple instructions and/or short correspondence and memos
- Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
- An operational knowledge of Microsoft Office suite
- Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
- Must meet local/state requirements for alcohol service (if applicable)
Desired Qualifications
- Previous Front Office, guest services, or luxury hospitality experience
- Exceptional interpersonal and communication skills with a genuine passion for creating memorable guest experiences
- Professional, polished, and gracious demeanor with the ability to interact comfortably with a diverse and discerning clientele
- Strong attention to detail and ability to maintain accuracy in a fast-paced environment
- Demonstrated ability to anticipate needs, exercise sound judgment, and resolve guest concerns with confidence and discretion
- Ability to manage multiple priorities while remaining calm, organized, and attentive
- Strong teamwork skills and the ability to communicate effectively across departments
- Comfortable using hotel property management systems, point-of-sale systems, email, and other standard workplace technology
- Ability to maintain confidentiality and appropriately handle sensitive guest and business information
- Experience in a hotel or a related field
- Experience with basic bar service, coffee preparation, or quick-service food handling
- Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
- Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers
- Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc.)
- Ability to participate in the creation of an enjoyable work environment
- Ability to lift, carry, push, or pull reasonable amounts of weight as required to perform the essential functions of the position
- Ability to communicate effectively with guests and colleagues in person, by telephone, and through electronic communication
- College course work in related field
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