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Front Desk Agent - Regent Santa Monica Beach

IHG

Front Desk Agent

As a Front Desk Agent, you will be the ambassador of luxury, responsible for creating an unforgettable arrival and departure experience for our guests. This pivotal role requires a perfect blend of elegance, efficiency, and exceptional guest service skills.

A little bit about your day:

Reporting to the Director of Guest Experience, every day is different, but you will mostly:

  • Promote Regent's service philosophy and style through our people attributes.
  • Maintain impeccable personal grooming standards to uphold the professional and property style of the resort.
  • Attend daily shift briefing at the start of your shift.
  • Complete the front desk checklist during your shift and notify the department manager of any discrepancies or challenges.
  • Welcome guests with sophistication, ensuring a seamless and memorable arrival experience.
  • Closely adhere to guest arrival times, ensuring the room is assigned, clean, and inspected for guest arrival.
  • Pre-register arriving guests in the opera system for remote registration and room escort.
  • Front Desk Agent wears a radio and earpiece to efficiently receive communication about guest arrivals.
  • Provide guest room escorts as assigned and serve welcome offerings accordingly.
  • Register unescorted arrivals, guests at the reception living room, and serve welcome offerings.
  • Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction.
  • Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods.
  • Respond to all guest text messages, emails, and other forms of communication accurately and timely using proper grammar.
  • Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
  • Enter all guest requests and concerns in the KYC system and follow up accordingly.
  • Inform the department manager of any guest challenges and complaints.
  • Address guest inquiries, requests, and concerns proactively and positively, exceeding their expectations
  • Assist guests with information about local attractions, dining options, and other inquiries.
  • Act as a point of communication between guests and various resort departments.
  • Answer phones, respond to emails, and address guest inquiries promptly and professionally.
  • Maintain cash bank, immediately reporting any overages or shortages.
  • Ensure your house bank is always locked and secure.
  • Ensure all cash handling procedures and credit card transactions are accurately processed.
  • Ensure guest billing is accurate upon departure and follow up on any discrepancies quickly and discreetly.
  • Ensure guest departure is seamless and all transportation arrangements are executed.
  • Perform other duties as assigned to support the resort's front office operations.

What We need from you:

  • Previous experience in the front desk or guest services, preferably in a luxury hotel environment.
  • Impeccable grooming and professional appearance.
  • Ability to handle intense situations with grace.
  • Outstanding organizational abilities and skills for taking initiative, problem-solving, multi-tasking, and prioritizing.
  • Passionate about hospitality and providing an outstanding guest experience!
  • Excellent verbal and written communication skills.
  • Able to stand for long periods and move about the property
  • Frequently bending, stooping, and kneeling.
  • Flexible schedule, able to work evenings, weekends, and holidays.

What you can expect from us:

The hourly pay range for this role is $28.16 to $34.20 . This range is only applicable for jobs to be performed at Regent Santa Monica Beach.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.

IHG
Vacancy posted more than 2 months ago

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