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About the Role
The Guest Service Agent is responsible for registration and check-out, PBX operations, and mail and message service, all while providing outstanding service to our guests. You'll act as an advocate for the hotel, create personalized guest experiences, and develop relationships that encourage repeat visits.
Responsibilities
- Review arrivals noting special requests and blocking rooms as needed.
- Check in and out hotel guests in a confident, professional, and friendly manner.
- Answer all phone calls promptly and knowledgeably, ensuring complete and accurate information.
- Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
- Conduct pre-assignment of hotel rooms, including VIPS, repeat guests, packages, and special requests.
- Follow established key control policy.
- Ensure proper credit policies are followed.
- Submit all lost & found articles accompanied by a completed lost & found report.
- Be familiar with all fire and emergency procedures.
- Open, secure, and balance the daily shift bank, involving counting and verifying cash, check, and credit card transactions.
- Verify credit limit report.
- Monitor room availability throughout the day.
- Review the daily selling status of the hotel using the yield management system.
- Attend department meetings once a month.
- Communicate via telephone and/or radio with other departments including Reservations, Sales, Housekeeping, Bell Staff, and Valet.
Requirements
- High school diploma or general education degree (GED) required.
- Previous experience in a Front Desk or customer-facing role is preferred.
- Knowledgeable of the immediate area, services, attractions, and events.
- Flexible schedule, able to work evenings, weekends, and holidays.
- Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
- Familiar with hotel systems and operations, and the ability to enter information accurately.
Skills
- Registration
- Check-out
- PBX operations
- Mail and message service
- Customer service
- Communication
- Yield management system
- Cash handling
- Credit verification
Location
- San Francisco
Work Type
- Full-time
Experience Level
- Previous experience preferred
Education Level
- High school diploma or GED
About the Company
- We believe heartfelt, human connections make people's lives better. Our founder rebelled against impersonal, generic hospitality and initiated a new boutique hotel standard where people could connect from the heart. Our San Francisco-born entrepreneurial spirit and zest for life started this culture in 1981. We seek out and celebrate people of all kinds who share a knack for creativity and self-leadership, and who have an innate passion for making others' lives better. This creates a work environment that's quirky, irreverent, exciting, uncommon, empowering, and exceptional.
Equal Opportunity
- We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. We encourage employees to understand, accept, and celebrate differences among people, including personalities, lifestyles, work styles, education, and experience. We welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities, and genders.