Front Desk Agent

Front Desk Agent at SCP Laguna
Soul Community Planet (SCP) was born out of a vision to make the world a better place by serving those who value personal wellness (Soul), social good (Community), and theenvironment (Planet). SCP provides hand-crafted venues comprising hotels, coworking,restaurant,s and fitness. For those who believe in the power of healthy living, kindness towardothers, and compassion for the planet, welcome to SCP.
The SCP brand and culture are founded on the core values of Soul Community Planet. Healthy,kind, and green. With a growth mindset and a kindness focus, the new team member/ candidatewill exemplify and practice the SCP culture alongside the SCP community.

For more on Soul Community Planet, visit www.soulcommunityplanet.com and to learn about ourproperties visit www.scphotel.com.

The Role:

The Front Desk Agent is often the guests’ first contact, first impression, hospitality extraordinaire, thoughtful listener, delightful charmer, and center of walk-in guests’ attention. The Front Desk Agent has all the needed answers to all the critical questions, is responsible for initial guest satisfaction (and more!), and goes above and beyond for every guest and member.

Who You Are:

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Follow hotel policies with lost and found items.
• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Encourage Social Media/5-star compliments or reviews on OTA’s.
• Ensure security of guest room access.
• Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.
• Respond to guest inquiries and requests to resolve issues via phone in a timely, friendly, and efficient manner.
• Assist in booking room reservations, answering Hotel phone calls, and notifying guests of messages.
• Monitor guest mail and ensure that it is processed according to procedures.
• Maintain knowledge of Hotel features/services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, daily count, expected arrivals and departures, group activities, and departmental policies and procedures.
• Ensure that current information on rates, packages, and promotions is available at the Front Desk.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Maintain complete knowledge at all times of:
• All Hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• All Hotel and departmental policies and procedures.
• Maintain confidentiality, security, and integrity of organizational data.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
• Maintain knowledge of correct maintenance and use of equipment.
• Maintain knowledge of and comply with all departmental policies, service procedures, and standards.
• Access all functions of computer/software systems.
• Other duties as assigned.

Who You Are:

• Must be a United States citizen or possess a valid work permit
• Must be able to work in a fast-paced environment with urgency and empathy.
• Valid Driver’s License
• Availability to work weekends and Holidays as needed
• Positive Customer first attitude.
• Proactive problem-solver and process-improver.
• Organized and detail-oriented.

Compensation:

For (Hourly) US-based applicants: $19.50

Benefits & Perks of Joining Us:

• Flexible Time off Policy and holiday pay for working Company-wide Holidays
• Health Insurance options include Medical, Dental, Vision More
• 401k Company Matching
• Discounted Travel Perks