Guest Services Agent

Job Description

Job Description

Description:

Title: Guest Services Agent

Reports to: Guest Services Manager

Position Type: Full or Part-time, Non-exempt

Why you'll love it here:

At Los Poblanos, you will discover more than just a job. Join a team that values your contributions, fosters innovation and provides competitive salaries and benefits. Work in one of New Mexico's most inspiring natural and historic settings while taking your career to the next level. Rooted in our mission to preserve this extraordinary property, our core values embrace community, hospitality, empathy, excellence, respect and stewardship—driving an unforgettable guest and employee experience. There are many opportunities to learn, grow and lead with the dynamic teams at our award-winning restaurant, boutique inn, serene spa, stunning event spaces and organic farm. Dive into hand-made artisan products at our production facility and retail locations or go behind the bar at our vibrant tasting rooms in downtown Albuquerque and Santa Fe.

Job Summary:

Working as part of the Inn Front Desk team, you will be responsible for greeting all guests to the property in a friendly and courteous manner at all times.

Duties & Responsibilities:

• Act as an ambassador for the property, the Village of Los Ranchos, and Albuquerque
• Ensure guests are greeted upon arrival, quickly and appropriately fulfill guest requests, and approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
• Receive and maintain Inn and Restaurant reservations, being aware of seasonal packages and policies 
• Assist with general guest service tasks such as delivering items to guest rooms, assisting guests with check-ins, responding to guest requests, and addressing lost and found issues as required
• Regularly check guest rooms before guest arrival to deliver packages and ensure room meets standards for guest arrival
• Assist Inn guests with restaurant reservations, directions, taxis, etc
• Generate reports, complete regular office work, and check guest rooms and property to ensure property standards are met
• Maintain a level of security on the property by ensuring appropriate lights are on, locking doors, and responding to emergencies
• Answer telephones between scheduled hours, make room reservations, confirm details with future clients by email or phone, charge credit cards and settle bills for checkouts
• Respond rapidly to requests for emergency and non-emergency assistance in a professional and hospitable manner
• Respond to incoming guest communications, such as texts and emails, in a timely manner
• Follow up with guest requests to ensure the action(s) were completed

Essential Job Functions:

• Greet customers, patrons, or visitors
• Arrange services or reservations for patrons
• Deliver items
• Store luggage or other possessions for patrons
• Provide patrons with directions to locales or attractions
• Maintain financial or account records
• Verify the accuracy of financial or transactional data
• Discuss account status or activity with customers or patrons
• Collect deposits, payments, or fees
• Operate communications equipment and computer systems
• Report maintenance or equipment problems to the appropriate personnel

• 1 – 2 years experience in a hospitality and/or customer service role
• Friendly, goal-oriented, and outgoing with great people skills
• Able to read, comprehend, and write complex instructions and/or short correspondence and memos, having excellent verbal communication
• Completion of High School Diploma
• Able to give and carry out direction in a high-activity and service-oriented environment 
• Knowledge of Microsoft programs and intermediate computer skills
• Must be able to sit, stand, bend, squat, reach, and walk 8 to 10 hours a day
• Able to grasp, lift, carry. Must be able to lift 30 lbs. in short intervals throughout the day
• Must be willing and have the ability to work a varied schedule to include evenings, weekends, and holidays
• Required to wear the approved uniform during scheduled shifts

Preferred:

• Able to speak Spanish is a plus
• Interest in sustainability, food, and New Mexico culture
• Experience in a Hotel Environment

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.