Guest Services Agent - Closing Shift

Job Description

The Guest Services Agent at Hotel Ynez is the first and often the final impression of the experience, but also an instrumental and responsive team member throughout the guest’s stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. Above all, the Guest Services Agent ensures brand standards of hotel service through extensive front desk training on standards of procedures (SOPs) and other systems.

This Position is specifically 5 days a week with occasional opportunities for overtime. We are looking for a PM Agent (2:00 pm-10 pm) on Wednesday thru Sunday. The schedule is subject to change for callouts, coverage during time off for others, and Business needs adjustments. If needed, we can also change the schedule to 4 pm - 10 pm If obligations elsewhere are needed.

Responsibilities and Duties

• Learn training manuals,checklists and other written SOPs
• Learn how to best describe the hotel history and the current design.
• Any guest information is to remain confidential in the system. Verification of identity for that stay and guest information is always required
• Ensure all guestfacing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front desk
• Utilize systems to ensure every guest is prepared for, with any notations and actions followed
• Check in every guest to the SOP of the property, while maintaining a unique and personable experience that is memorable to them
• Check out every guest with accuracy on folios with a fond farewell communication
• Follow SOPs in all lost & found items, as well as possible mailing information
• Enter all maintenance items on Whistle messaging system, detailing any deficiencies with precise detail
• To promote sales of rooms, upgrades and packages to all possible guests effectively to enhance their experience
• When stocking during duties, please communicate with management any low quantities of items for breakfast, mini bar or office supplies
• During a morning shift, the setup and breakdown of the breakfast
• During an evening shift, the preparation duties related to the breakfast
• Complete and turn in signed daily shift checklist, scanning documents to Hello email, Front Office Manager email and General Manager email
• Lift up to 25lbs during various duties throughout shifts
• Professional correspondence by email, text and shift pass along emails
• Foresee operational deficiencies, potential problems and communicate possible solutions to the management
• Work productively and develop professionally throughout shifts
• Other duties may be asked of this position by management occasionally
• Fill mini bar accurately and completely
• Assign housekeeping cleaning tasks, and rooming lists/maintain housekeeping pacing and complete inspections for clean rooms
• Update, maintain and accurately utilize pass along
• Count and update cashbox record
• Track waste, notating to management of any large losses or shortages
• Prepare prepurchased guest enhancements, whether by physically collecting items and preplacing in guest rooms or communications with management
• Other duties may be asked of this position by management occasionally, including but not limited to: room audits, inventory assistance, deep cleaning/project cleaning, set up/maintaining/breakdown of event spaces

Qualifications

Previous applicable experience in a hotel is preferred but not required. We can train anyone willing to learn.

Physical Requirements

Must be able to stand throughout your shift, reach, stoop, bend and lift

As needed, must be able to lift products or supplies up to 25 lbs.

Upon hire, submission of satisfactory proof of your identity and your legal authorization to work in the United States.

Hotel Ynez provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental & physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws.

The above responsibilities and expectations listed are intended to give a general overview of the position and are not all encompassing of the role. Further responsibilities and tasks may be assigned as needed given business demand.

About Hotel Ynez

Hotel Ynez by Nomada Hotel Group is a secret-garden-like sanctuary tucked away on two acres at the crossroads of Santa Ynez and Solvang. The 22 bohemian-chic guestrooms border sprawling central grounds with heritage oak trees, fire pits, fountains, daybeds, picnic tables, hammocks, a bocce ball court, and a heated 21-and-over pool.