Under the direction of the Front Desk Manager, the Guest Services Agent operates the Lake Arrowhead Lodge (LAL) Front Desk and administers all aspects of the hotel room inventory and reservations functions. Incumbent is the first point of contact for guests, courteously and professionally providing a variety of customer service functions including: recording and processing reservations made by phone, email, website and third-party resources, processes amendments to reservations such as extensions, early departures, etc., based on availability. The incumbent will convert inquiries and reservations into a sale whenever possible in order to meet hotel targets, including rooms and meals for LAL. The incumbent will prepare and maintain reservation records, prepare letters of confirmation, promptly process any cancellations and modifications, and guest check in/out.
Additional duties include guest assistance, process incoming, outgoing, and inter-office calls to answer questions, direct calls or provide general information, prepare the list of expected arrivals, assist in pre-registration activities, and process advance reservations and reservations deposits, post payments, maintain a cash drawer with accuracy, following established UCLA and UC cash handling procedures.. Assist with the coordination of Lodge functions and room readiness with Guest Rooms and Maintenance staff.
Must be able to work nights, weekends and holidays.
Percentage of Time:
75
Shift Start:
variable
Shift End:
variable
Qualifications for Position
20
Records
Qualifications
Required/Preferred
Must have a minimum of two years administrative and customer service experience.
Required
Proficient computer skills, i.e. use of Microsoft Office Suite, the internet, etc.
Required
Ability to operate standard office equipment.
Required
Skill in working independently and following through on assignments with minimal direction.
Required
Skill in writing concise, logical, grammatically correct reports, routine business correspondence and office procedures.
Required
Strong organizational skills with the ability to multi-task in a fast-paced environment.
Required
Ability to maintain equanimity and confidentiality regarding sensitive issues in a high-volume public contact office where hostility and misunderstandings may arise.
Required
Ability to interact on a one-on one-basis using appropriate vocabulary and grammar to convey information accurately to all levels of staff and with individuals from various social, cultural and educational background by phone or in person interactions.
Required
Experience with switchboard or multi-line telephone system, handling a high volume of incoming calls.
Required
Available to work a varying schedule; including evenings, weekends, holidays and over time in order to address the business needs of LAL.
Required
Ability to establish and maintain cooperative working relationships with staff, department representatives and management in a high-volume public setting.
Required
Ability to set goals and priorities which accurately reflect the relative importance of job responsibilities when faced with fluctuating workloads, pressure of deadlines and competing requirements.
Required
Knowledge of basic and standard cash handling and accounting procedures.
Required
Ability to exercise proper judgment when performing all job duties and interacting with guests.
Required
Skill in performing accounting tasks such as debiting, crediting, and reconciling expenditures.
Required
Previous guest service, hotel and/or reservations experience.
Preferred
Skill in operating a hotel computer system.
Preferred
Knowledge of hospitality or related industry.
Preferred
Demonstrated ability in operating an electronic cash register.
Can be trained
Ability to recognize and respond appropriately to emergency situations.
Can be trained
Additional Posting Information
Bargaining Unit:
CX-Clerical & Allied Services
Application Deadline:
04-21-2023
External Posting Date:
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