What are the responsibilities and job description for the Guest Service Agent position at Bartell Hotels, a CALP?
About Bartell Hotels: Bartell Hotels is San Diego's largest independent hotel owner-operator with a sharp focus on employees, customers and community. This diverse collection of properties reflects Southern California's natural beauty, love for active lifestyles and exceptional hospitality. Our hotels combine classic and modern design, farm-to-table restaurants and energized bars, three beautiful marinas and the iconic Humphreys Concerts by the Bay entertainment venue.
Our Culture: At Bartell Hotels you will find a team of incredibly friendly people who are committed to exceeding guest expectations every day. The Bartell Hotels culture emphasizes respect, pride, teamwork and development. When you work at Bartell Hotels, you are encouraged to think entrepreneurially, and you are empowered to perform and show leadership in ways that can help advance your career. We often look within to promote deserving colleagues at all levels. Bartell Hotels embraces colleague diversity, inclusion and equity, and is firmly committed to respecting and appreciating each colleague.
Bartell Hotels is an equal opportunity employer.
Primary Objective of Guest Service Agent Position
To provide prompt, effective, friendly guest service for customers and hotel staff by operating hotel inventory in accordance with the standards of Bartell Hotels
The Sheraton La Jolla Hotel, owned and managed by Bartell Hotels has an immediate opening for a Guest Services/Front Desk Agent. 252 guestroom property nested near UCSD, La Jolla Shores, and Torrey Pines Golf Course.
Key responsibilities of a Guest Services/Front Desk Agent include:
Foundational:
- Guest check-in and check-outs in a professional and efficient manner
- Working knowledge of guests reservations, special room package promotions, and cancellation policy according to hotel standards.
- Follow proper cash handling procedures. Collecting/Verifying guest charges and posting to proper accounts.
- Demonstrate proper greeting and telephone etiquette to connect internal/external calls to guests and hotel departments.
- Transmit and receive messages using equipment such as radios, telephone, fax, internet and email.
- Maintain a high level of welfare, security, and safety of the guest information including issuance of guest room keys
- Inform guests of hotel’s amenities and services
- Knowledgeable of local area and attractions. Provide proper recommendations and directions.
- Club Lounge service minimal food serving, set up, stocking, and clean up.
Memorable:
- Warm, friendly greeting
- Able to connect with the guests based on reason of stay
- Attentively listening and responding to guests inquires in a positive, polite demeanor
- Proactively resolving guests’ questions, requests, and challenges. Meeting each opportunity at the highest guest satisfaction and through brand standards.
Department Functions:
- Attending mandatory meeting and training
- General cleaning tasks of the work/office area within the health & safety standards
- Ability to work a varied schedule on time which may include evenings, nights, and weekends
- Ability to lift 50-70 lbs.
- Can stand at the Front Desk for 8 hours
- Have reliable transportation
- Ability to read and speak English
- Perform other duties as assigned, requested or deemed necessary by management
Education/Experience
- High School education or equivalent
- Previous experience in a customer service position or hotel preferred
Physical Demands & Work Environment
While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl, as well as frequently lifting and/or moving up to 50 pounds. The employee must also be able to go up and down a flight of stairs while carrying 25 pounds. The employee is sometimes exposed to outside weather conditions and the noise level in the work environment is usually moderate to loud.
