What are the responsibilities and job description for the Front Desk - Guest Service Agent (Full-Time) Best Western Plus Hacienda Hotel position at WS Management?
About Us
The Best Western Plus Hacienda Hotel - Old Town is under new ownership and management. This iconic 200-room, 5-acre hotel is nestled in the heart of San Diego's historic Old Town. We are committed to excellence and dedicated to revitalizing this beautiful property, ensuring every guest experience is unforgettable.
At the heart of our success is our amazing team. We believe that our employees are our greatest asset, and we foster a collaborative, supportive, and high-energy work environment. If you have a passion for guest service, a friendly and professional attitude, and a drive to succeed in the hospitality industry, we welcome you to apply!
Position Overview
We are looking for a customer service superstar to join our front desk team! As a Guest Service Agent, you will be the first point of contact for our guests, setting the tone for their entire stay. This is a fast-paced, guest-focused, hands-on role that requires a strong work ethic, attention to detail, and a team-player mentality.
If you thrive in a dynamic environment, enjoy helping people, and are eager to grow in the hospitality industry, this is the perfect opportunity for you!
Key Responsibilities
Guest Experience & Customer Service
Greet every guest with a warm smile and welcoming attitude.
Listen to guest preferences and accommodate requests whenever possible.
Ensure a smooth and efficient check-in and check-out process.
Anticipate guest needs and go above and beyond to provide Outrageous Hospitality.
Handle guest concerns and resolve issues promptly and professionally.
Operations & Team Collaboration
Be familiar with Best Western, Corporate, and Government rates & promotions.
Accurately process reservations, modifications, and cancellations.
Manage cash handling, credit card transactions, and proper credit verification.
Operate the Visual Matrix hotel management system, ensuring accurate posting of charges.
Answer calls and operate the PBX system professionally.
Stay updated on hotel events, group bookings, and meeting functions by reading the daily updates.
Collaborate with teammates and other departments to ensure a seamless guest experience.
Reservations & Revenue Management
Utilize selective selling techniques to maximize hotel revenue.
Read the Sales Group List daily to stay informed on incoming and outgoing groups.
Ensure daily reservations are reviewed and properly blocked.
Keep the bucket check current and verify proper credit at check-in.
Qualifications & Requirements
- Prior hotel front desk experience is a plus, but not required! We will train the right candidate.
- A passion for guest service and a strong problem-solving attitude.
- Excellent communication skills and ability to work well with a team.
- Ability to work a flexible schedule, including weekends and holidays.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn hotel software.
- A professional, friendly, and personable demeanor.
Join us in transforming this iconic hotel and creating unforgettable experiences for our guests.
Salary : $17 - $18
