The Monterey Plaza Hotel & Spa is a luxury property within the Woodside Hotel Group collection. This 290 room property has four penthouse suites, over 17,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Schooners Coastal Kitchen and Bar, Helmsman Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza Hotel & Spa is the only property ranked No. 1 for both business and leisure by Trip Advisor in Monterey.

The Monterey Plaza’s mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property.

We are seeking an Guest Services Agent to join our outstanding team.

This position ensures guests receive a warm greeting upon entering the hotel and helps them with all aspects of their requests. Provides prompt and courteous service. Familiarizes the guest with essential hotel services ensuring a superior guest service experience. Performs all functions in a courteous, professional and diplomatic manner. Assists management personnel with responses to emergencies and disturbances in order to maintain a safe and welcoming environment. Performs as the safety lead on shift.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to the hotel’s high standard of customer service.
• Handles all hospitality transactions efficiently while standing and using continuous mobility throughout the hotel.
• At the beginning of the shift reviews memos, occupancy reports and the daily function sheet.
• Interacts with all guests and associates in a friendly, courteous and professional manner.
• Provides information to guests about the hotel and outside services, and its services, such as outlets hours, local attractions, etc. Actively promotes hotel outlets and amenities.
• Completes shift reports for the shift using clear and concise language, to include all relevant facts, follow up recommendations and other general information.
• Follows proper emergency procedures. Responds immediately to all sounding alarms and follows proper emergency procedures.
• Communicate details of any incident to Management immediately.
• Assists management and enforcement officers in emergency situations and follows all hotel emergency procedures.
• Regularly communicates with other departments via two-way radio.
• Maintains equipment in like new condition. Follows all procedures for equipment use and maintenance. Reports any equipment issues to management or Engineering.
• Contributes to a safe work environment reporting and acting on any unsafe conditions
• Assists in performing Bell, Housekeeping, PBX, and Valet duties as necessary after hours. For example, is required to perform these functions (the following is not a complete list, but is fairly representative of the tasks required on a nightly basis):
• All other duties as assigned.

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

This position primarily works an overnight (graveyard) shift. Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the facility.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to read write and speak English fluently.
• Ability to write clear and concise reports and other correspondence.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. N
• ight Shift Reports to include all relevant facts and general information regarding the preceding shift.
• Working knowledge of MS Office programs, such as Word, Excel and Outlook is preferred.
• Ability to follow written instructions and execute tasks to a four-star standard.
• Ability to communicate calmly and politely in a professional and diplomatic manner regardless of circumstances.
• Ability to understand, report, and follow emergency procedures.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
• Able to establish a good working relationship with guests, peers and visitors and emergency services (as instructed or required).
• Able to operate the hotel vehicles.

CERTIFICATES/LICENSES

Must have a valid California Driver License.

CPR/First-Aid Certification is required.

EDUCATION and/or EXPERIENCE

A GED or High school diploma is preferred. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. One-year previous guest service experience is preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and climb or balance. The employee is occasionally required to stoop, kneel, crouch, or crawl and taste or smell. The employee must be able to climb stairs. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 100 pounds (guest luggage).

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to moving mechanical parts; and outside weather conditions. The noise level in the work environment is usually moderate, but is occasionally loud.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY SCALE

The pay scale for this position is $21.75. This is the pay range for this position that the Hotel reasonably expects to pay.

The Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.