Guest Services Agent

Guest Services Agent

The Guest Services Agent operates a 24-hour front desk at the Luskin Conference Center. The incumbent utilizes the property management system (PMS) to perform guest check-in and check-out, post guest payments on their accounts, and input room reservations, room changes, and cancellations. Guest Services Agents provide excellent customer service to guests, visitors, and vendors by answering inquiries regarding the campus and the local area, accepting messages, storing luggage as requested, and arranging transportation for guests.

UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

• 1+ years In-person customer service experience (Required)
• Hotel or hospitality industry experience (Preferred)
• Experience working in a university setting (Preferred)
• Proficient skill using standard business software (e.g. Microsoft Office Suite) and property management software (Required)
• Ability to sufficiently communicate in written and verbal English to receive work assignments and share information with supervisors, colleagues, and guests (Required)
• Skill in writing grammatically correct business English, such as reports, memos, and other routine correspondence (Required)
• Skill in interacting effectively with guests, team members, and managers in a high-volume, public setting using positive body language, direct eye contact, active listening, and a friendly and professional demeanor (Required)
• Ability to engage with diverse populations in a respectful and culturally responsive manner (Required)
• Ability to operate independently and exercise good judgment to ensure customer satisfaction (Required)
• Ability to prioritize assignments and make appropriate adjustments despite changes in workload and competing deadlines (Required)
• Ability to work efficiently under conditions of a fluctuating work load with frequent interruptions and distractions (Required)
• Sufficient knowledge of University accounting and cash handling procedures to accomplish standard departmental transactions (Preferred)
• Demonstrated ability operating electronic cash registers (Required)
• Demonstrated ability to maintain detailed and accurate records (Required)
• Ability to remain calm in the face of adversity, such as guest dissatisfaction (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.
• Evenings, weekends, holidays, and overtime based on departmental needs (Required)