Front Desk Agent - westdrift Manhattan Beach

Job Description

Job Description

About Us
Debuting as the first Autograph Collection hotel in Los Angeles, Westdrift Manhattan Beach is redefining the South Bay hospitality scene. Set across 26 coastal acres just four miles from LAX, Westdrift blends laid-back California beach culture with the refined sensibility of the Eastern Seaboard—an “Endless Summer meets East Coast edge” experience.

From custom beach cruisers to craft Manhattan cocktails at Jute Coastal Bar + Kitchen’s striking 360-degree bar, westdrift delivers an elevated yet effortlessly cool guest journey. With 393 coastal-inspired guest rooms (including 112 with private balconies), a 9-hole par-3 golf course, resort-style pool with cabanas, and a CrossFit-inspired fitness center, the property offers a dynamic mix of leisure, lifestyle, and business appeal. Our 35,000+ square feet of versatile indoor-outdoor event space—featuring 18 meeting rooms, a grand ballroom, and unique venues like Loftlight and Shoreacre—hosts everything from luxury weddings to high-profile tech conferences and corporate retreats.

JOB SUMMARY

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

ESSENTIAL JOB FUNCTIONS

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near-misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by supervisor/manager.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

EOE/ M / F /D/V