Guest Services Agent

Guest Services Agent - The Cliffs Hotel & Spa

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.

The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.

The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a gracious, thoughtful, and motivated part-time Guest Services Agent who can create a sense of luxury while engaging with guests. We look forward to connecting with you!

Position Summary:

Guest Services Agents are responsible for daily front desk operations including check-ins, check-outs and completion of daily checklists. Guest Service Agents will also work dedicated shifts in our Retail Store, the Salt and Sundry Giftshop and be responsible for daily sales, checklists and assistance with store inventory. Guests Service Agents work with all departments to accommodate our guests. The position requires quick thinking, problem solving and a friendly demeanor to properly service our guests to achieve our mission of providing happy, lasting memories through genuine service and thoughtful amenities.

Essential Functions of the job:

• Must be available to work 2 shifts minimum per week
• Must be available to work weekends, nights, and Holidays
• Greet and engage all guests with a welcoming, friendly attitude, using the guest's name in accordance with their preference
• Communicate with guests in an articulate manner, using correct verbiage and avoiding slang

• Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values
• Have a continued sense of ownership while handling multiple guests, booking/reservation requests, and telephone lines simultaneously while maintaining the highest level of customer service
• Share local expertise when making recommendations to guests through providing first-hand knowledge and testimony, providing directions and transportation options when appropriate
• Operate property management system for guest check-in, check-outs and reservation creation
• Complete daily checklist in a timely manner
• Creatively resolve guest requests and issues as necessary, offering appropriate alternatives if original request cannot be fulfilled
• Establish positive relations with all guests who approach the gift shop desk, promoting products and hotel services in order to drive revenue
• Maintain empathetic attitude to recover guests who have had a negative experience
• Answer phones promptly, maintaining a gracious tone while keeping the conversation calm and clear
• Assist with projects assigned during your shift, including gift shop duties
• Communicates graciously and courteously with guests, management and co-workers
• Attend meetings and trainings to learn current hotel information
• Comply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safety measures.

Physical Requirements:

• Ability to stand continuously for the duration of the shift (4-8 hours)
• Ability to sit continuously for the duration of your shift (4-8 hours)
• Ability to lift small packages (under 40 pounds)
• Ability to work in stressful situations

Education, Experience, Skills:

• High school diploma
• Working knowledge of guest services in a luxury hotel setting preferred.
• Excellent command of English language.
• Responsible Beverage (RBS) Certificate within 30 days of start date.
• Ability to work with people effectively.
• Strong telephone etiquette skills are preferred but not required
• Previous retail & cash handling experience is preferred but not required
• Ability to multitask and work in mentally demanding situations.
• Maintain a friendly, outgoing attitude throughout all shifts
• Must be able to communicate and work effectively with co-workers in all departments

This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.