Guest Service Agent

198 rooms and 8,821 sq. Ft. Meeting/event space.

Amenities include: ocean views, beachfront access, restaurant & bar, outdoor meeting space, fitness center, rooftop lounge, outdoor pool.

Just steps from Doheny State Beach and minutes from I-5, this pet-friendly property offers guests easy access to local attractions and Dana Point Harbor’s shopping and dining. Combining coastal charm with modern amenities, it provides an engaging environment for hospitality professionals serving both leisure and business travelers, ideal for leaders who enjoy blending a resort-adjacent lifestyle with efficient operations.

Pay Range:

Job Description

Job Title : Guest Service Agent

Department: Front Office/Guest Services

Supervision Exercised: N/A

Supervision Received: Operations Manager, Guest Services Supervisor

Job Summary: Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Job Duties include the following :

Guest Services & Operations:

• Completes all daily front desk agent tasks

• Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.

• Resolve guest issues, complaints, and requests with a sense of urgency and empathy.

• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.

• Maintain knowledge of all hotel features, services, hours of operation, room types

• Ensure all reservations that need to be made manually are in the system.

• Meets Hilton Honors enrollment goals by signing up guest during check-in.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times, Adhere to all cashiering procedures

• Meet with supervisor to review daily assignments and priorities.

• Answer department telephone within three rings, using correct greeting and telephone etiquette.

• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

Administrative & Communication:

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.

• Communicate with sales department on Group and or Billing issues.

• Follow up with guest requests/complaints

Position Disclaimer:
This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

Minimum Requirements:

• A minimum of one (6) months in customer service preferably in a hotel setting such as Hilton, Marriott, Hyatt or other hotel brand.

• Must have a flexible schedule and be available to work mornings, evenings, weekends, holidays and overnight shifts.

• Must have exceptional customer service skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for long periods; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

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HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements .