Front Desk Agent Job Description

Hotel Description

The Monsaraz, Tapestry Collection, is a truly unique experience for our guests, driven by the passion and care of our associates. We will demonstrate the art of hospitality by evoking a refined yet simple hospitality experience. Sophisticated yet simplistic, old Spanish with a modern touch. These terms may seem contradictory but that’s what this design is all about. This hotel will combine old world charm with modern day amenities that guests crave.

Hotel Culture

Our team will be the passport to Point Loma and San Diego, being able to speak to our brand pillars, details of the hotel that are further described in this document, describe in detail the flavors and spirit of Westerly Public House, Dark Horse Coffee, Point Loma attractions and restaurants, and different activations.

Our associates will know the balance between being “San Diego hospitable” while keeping the “hotel magic” alive for our guests, by staying fresh, polite, humble, proud, and positive. Exuding the refined yet simple energy will leave our guests wanting more and building the “loyalty beyond reason” that brings the business back to us.

Our team members are one of a kind and are always there to give you the ‘locals favorite spots’ or even host their own outings as a way to share their passions. We aim to do hospitality the way it should be done. Come join us in Point Loma, the place “where California began”.

Job Description

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are exceeded by creating a truly unique experience.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. 

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer. 

• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. 

• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. 

• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. 

• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. 

• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. 

• Take ownership in the full guest experience including assisting with a strong social media presence and driving the “San Diegan” experience.

• Be the brand ambassador by promoting the brand to guests, connecting the guests to what makes the Monsaraz unique.

• Take ownership in the guest experience by continuously focusing on ways to build guest loyalty, adapt to feedback, and always seeking to reduce areas of opportunity and grow strengths.

• Comply with attendance rules and be available to work on a regular basis

• Perform any other job related duties as assigned.

Experience, Skills and Knowledge

• Minimum of 2 years Guest Service experience, preferably in hospitality.

• High School Diploma or equivalent required.

• Proficient with PMS system, preferably OnQ is preferred.

• Advanced knowledge of brand’s reward program. 

• Able to handle cash and credit transactions. 

• Computer literacy and financial management a must. 

• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. 

• General knowledge of local area attractions and transportation. 

• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for other associates. 

• Command of the English language both written and verbal.

Benefits Lamming Co. is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment – our associates!For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. In addition, our Hotel Room Discount programs provide additional incentives for choosing the Monsaraz, Tapestry Collection by Hilton, as your employer.

Lamming Co. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.