Guest Service Representative

ABOUT THE PROPERTY

Located along the scenic bluffs of Pismo Beach, Cottage Inn by the Sea is a charming oceanfront hotel inspired by the English countryside, offering beautiful Pacific Ocean views and a relaxed coastal atmosphere. The 80-room property features cozy accommodations with fireplaces, an oceanfront heated pool and spa, outdoor fire pits, and Bluff Bistro for casual dining overlooking the water. Just a short walk from the Pismo Beach Pier and downtown, Cottage Inn provides an inviting home base for enjoying the beaches, Central Coast wineries, and other nearby attractions.

THE ROLE

As a Guest Service Representative, you’ll be one of the first faces our guests see and an important part of their overall hotel experience. You’ll create a warm welcome, help guests throughout their stay, and keep front desk operations running smoothly with professionalism, accuracy, and genuine hospitality. You will:

• Welcome arriving guests and provide a friendly, efficient check-in experience
• Process guest departures, close accounts, and ensure charges are accurate
• Handle cash, credit transactions, receipts, and guest accounts according to hotel procedures
• Answer guest questions and provide knowledgeable recommendations about the hotel and surrounding area
• Accept and manage reservations by phone and in person, accurately communicating rates, availability, and hotel information
• Use suggestive selling techniques to create value and identify opportunities to enhance the guest experience
• Stay informed about hotel amenities, in-house activities, and local events so you can confidently assist guests
• Answer incoming calls, assist with outgoing calls, and manage wake-up call requests
• Receive, sort, and distribute guest mail, messages, and other communications
• Maintain accurate front desk logs and communication tools to keep the team informed
• Communicate effectively with guests and fellow team members across departments
• Assist other hotel teams as needed to support the overall guest experience
• Maintain a professional, positive, and courteous presence throughout every guest interaction

WHAT SUCCESS LOOKS LIKE

Success means guests feel welcomed, cared for, and confident that they’re in good hands. You’ll keep the front desk organized and running efficiently while handling each interaction with warmth and professionalism. You’ll be someone guests can rely on for answers, solutions, and a great first impression—and someone your team can count on to follow through.

WHAT WE’RE LOOKING FOR

• 1+ year of customer service or related experience preferred
• Previous hotel front desk experience is a plus, but not required
• Genuine passion for creating memorable guest experiences
• Strong verbal and written communication skills
• Friendly, professional, and confident when interacting with guests
• Strong attention to detail and accuracy
• Ability to prioritize, stay organized, and make good judgments in a fast-paced environment
• Comfortable handling cash, credit transactions, and basic accounting procedures
• Basic computer, typing, and cash register skills
• Dependable and willing to support the team wherever needed
• Ability to stand for extended periods and frequently walk, bend, stoop, reach, lift, and carry up to 20 lbs.
• Ability to work a flexible schedule, including weekends, evenings, and holidays

WHAT WE OFFER

• 401(k)
• Opportunities to connect, give back, and build community through team events & volunteering.