Guest Services Agent (Lake Arrowhead Lodge)

Job Description

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.

Job Qualifications

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