Front Desk Agent I

We are looking for individuals who have a passion for serving others while providing memorable welcome and departure to our guest. A friendly smile and cheerful customer service to set the tone for our guest to enjoy their time at The Westgate Hotel. 

Guest Service Agents are the first impression upon our guests by extending a warm welcome, providing accurate and timely information and services. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Knowledge of Opera PMS.

The Westgate Hotel is a luxury hotel providing world-class elegance in hospitability. Devoted to tradition of excellence, providing memorable experience and genuine service. While carting for our employees and guest, to the serving the communities where we live. Join us in this beautiful, rewarding environment in the heart of downtown San Diego. 

Classification: Non-Exempt

Reports to:  Guest Experiences Manager

Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as request
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts in-person reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Other Duties/Responsibilities as Assigned:

• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing  to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
• Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.

Experience:

• Knowledge of Hotel PMS, preferably Opera
• 2 years of customer service experience.

Qualifications:

• High school diploma or GED.
• Certificate or diploma in hospitality advantageous.
• Exceptional interpersonal skills.
• Excellent written and verbal communication.
• Good time management and organizational skills.
• Conflict resolution experience.
• Patience and good listening skills.

Here’s what we offer:

• $200.00 Referral bonus after being hired for each referral that is hired after 90 days of employment.
• Benefits for full-time employees after 60 days of employment. (Medical, Dental, Vision, & Life) 
• Employee Meals.
• Hotel stay discounts.
• Training and career growth opportunities.
• Next to trolley station and downtown bus stops. 
• Discounts at Grand America Hotels & Resorts properties.

Work Environment: This job operates in a professional environment. We serve "Employees First and Guests Always."

Physical Demands:

• Physical activities include walking, standing for long periods, and remaining stationary at times throughout work periods
• Considerable repetitive motion of hands, and wrists is required.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.