Front Desk Agent

Unique and exciting opportunity to join the team as a Front Desk Agent at the Hotel Oceana in Santa Monica, CA, the #1 Hotel in Los Angeles as voted by Travel and Leisure! This oceanfront, all-suites hotel reopened in July 2019 after undergoing a $30 Million complete transformation, and we are now seeking motivated, enthusiastic professionals to become integral members of our team.

As a Front Desk Agent for the Hotel Oceana Santa Monica, you are a vital part of helping the hotel achieve its goal of providing a high level of guest satisfaction and unparalleled service for our current and future guests.

Apply today! Then check your phone and email messages often for a message about scheduling a short phone interview.

The How
You will use your two-plus years of Front Desk experience in a four-star or five-star hotel to coordinate the hotel’s guest services functions daily. You primarily will greet guests when they arrive and as they move through the lobby during their stay, administer check-in and check-out, confirm billing, assist with reservations, including lengthening or shortening stays, upselling, and making other changes where possible.

You strongly desire to ensure every guest’s stay meets orexceeds the hotel’s standards. You enjoy providing other services for our guests, such as taking requests for wake-up calls, arranging restaurant reservations, tour reservations, spa and salon services, and tickets for theatrical, music, and sporting events for guests, and accommodating general and unique requests.

Your friendly, efficient, and high-touch approach is perfect when engaging with guests and team members, appropriately addressing guest concerns and escalating complaints as needed. Still, you can maintain and enforce company standards when it comes to operational processes and procedures related to the hotel’s Front Desk.

The Details
You will work full-time on a schedule defined by operational needs.

We offer many benefits to meet your needs, including medical, dental, vision, and basic life insurance options. The company provides auto-enrollment in its 401(k) plan after 60 days of employment. New employees accrue 40 hours of vacation in the first year and earn 72 hours of paid sick leave per year. Eligible employees also receive holiday pay (if working) or paid holidays (if scheduled off) for 6 holidays each year*.

After you apply, please listen to voicemails, answer calls from unknown numbers and check emails for a message from us on the next step.

• To be eligible for holiday pay, employees must have completed 90 days of employment and worked the last scheduled day before and the first day after the holiday.

JRK is seeking a Front Desk Associate who is vital in helping the Hotel Oceana Santa Monica achieve a high level of guest satisfaction and unparalleled service and attention to current and future hotel guests. The Front Desk Associate is responsible for providing Front Desk services to guests, processing guest payments and acting as an information source on various matters. The best guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.

Duties/Responsibilities

• Greeting guests upon arrival and making them feel welcome; acknowledging each guest who passes through the lobby
• Administering check-ins and check-outs; confirms billing and routing are set up properly before guest arrival in compliance with hotel policies on billing, routing, master account, A/R accounts and PM accounts
• Assists in-house guests with their reservations, including but not limited to extending and shortening stays and making appropriate rate changes and early departure fees, room changes, up-selling, and making new reservations for future returns.
• Assists with reservations call for stays already booked for the future, such as confirming, changing dates, canceling, and charging for cancellations when applicable, and taking any special requests such as room features, early arrival or concierge related reservations
• Providing Front Desk services to guests; takes requests for and makes wake up calls
• Arranges restaurant reservations, tour reservations, spa and salon services, tickets for theatrical, music and sporting events for guests, accommodating general and unique requests
• Ensures an enjoyable stay with a thorough checkout. Reviews any issues guests may have had during their stay and confirms resolution was acceptable to guests
• Processing guest payments and managing a small bank which is used to make change for guests; confirms all charges with guests and processes payment; provides any final services such as transportation, directions, and securing flights; informs guests we appreciate their business and wished them to return; processes any delayed charges (mini bar, damages) post-check-out
• Diffuses conflict or tense situations with guests
• Performs a thorough bucket check in which dates, rates, payment, and credit are all cross-checked
• Assigning rooms and taking care of administrative duties; properly logs and delivers incoming guest packages and assists guests in arranging pick-up and distribution of packages
• Answers overflow calls from in house and outside lines; delivers mail and messages; sends, receives, and distributes faxes for both guests and employees
• Coordinating with bell service and staff management; ensures guest has bellman assistance for luggage as well as information on hotel amenities and room configuration
• Being a source of information to guests on various matters such as transport and restaurant advice
• Fields all guest requests and issues and either resolves personally or involves the appropriate department to obtain guest satisfaction; always follows up with guest after resolution to ensure guest satisfaction
• Processing meal and beverage requests
• Performs other related duties as assigned

Supervisory Responsibilities

• None

Required Skills/Abilities

• Treats all guests with the highest level of concern and care; demonstrates a natural disposition towards personal and public safety; operates from a place of integrity, honesty, and ethics
• Has broad knowledge of local restaurants, nightlife, museums, current events, and attractions. Must be able to provide accurate and precise directions
• Able and willing to maintain regular attendance and punctuality to ensure all essential duties are fulfilled
• Excellent verbal and written communication skills with the ability to write and speak clearly
• Treats everyone with respect and dignity, accepts responsibility and takes ownership of tasks, follows through on commitments, takes initiative and maintains confidentiality
• Excellent organizational skills and attention to detail, strong time management skills with a proven ability to meet goals and deadlines
• Ability to function well in a fast-paced, high-volume environment

Education and Experience

• High school diploma or GED is required or have equivalent work experience in the hospitality industry
• Degree or certification in hospitality or hotel management preferred
• A minimum of two years prior experience in a concierge, Front Desk or guest service in a luxury hotel environment required

Physical Requirements

• Expected work hours: 7:30 to 5:00, Monday through Friday, with occasional weekends
• Travel: None
• Work environment and physical demands:
  • Able to frequently lift or move items weighing up to 10 pounds; occasionally needs to lift or move items weighing up to 20 pounds
  • Able to use hands to use and manipulate tools and objects or control equipment; adequate vision to do the same safely
  • Able to move about the property to perform assigned tasks and responsibilities, including standing for extended periods, walking, climbing stairs, stooping, kneeling, crouching, or crawling to perform functions
• FLSA Status: Nonexempt

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

The Hotel Oceana Santa Monica is an Equal Opportunity Employer.

We will consider all qualified applicants for employment, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.