Front Desk Agent - SCP Laguna Riviera

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

We See You & We Want You On Our Team!

Your New Opportunity:

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  Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and 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.

• Must be a United States citizen or possess a valid work permit.
• Must have a valid State-Issued Driver's License.
• 1 year front desk/hospitality preferred .
• High School diploma or equivalent