Front Desk Agent - Regent Santa Monica Beach

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.