Position Summary: Provides a warm and welcoming experience for all guests and visitors. Greets arriving and departing guests and assists with luggage. Guides guests to room and explains the features of the room. Delivers messages, packages, suitcases, etc. Picks up articles for laundry and valet service. Answers questions about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction.

Duties & Responsibilities:

• Greets arriving/departing guests and assists with loading/unloading baggage. Assists guests/visitors entering and leaving the property.
• Escorts incoming hotel guests to rooms and explains the features of the room. Delivers luggage for arriving guests and picks up luggage of departing guests. Assists with luggage storage.
• Resolves guest complaints within scope of authority; otherwise refer the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
• Follows all safety policies and procedures. Reports potential safety issues to the manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. The team member has the responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with the hotel's Hazardous Material (HAZMAT) program and familiarize self with current MSDS.
• Reporting to work as scheduled (on time and on a regular basis) is an essential function of the job.

• One to three months related experience and/or training desired in hospitality and/or luxury setting preferred.
• Requires the ability to serve the needs of guests through use of the phone, computer and face-to-face interactions. Contacts sometimes contain confidential/sensitive information so it requires the ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
• Requires the ability to perform basic math skills such as addition, subtraction, multiplication, and division.
• Requires the ability to learn and use telephone and computer systems used at the hotel. Working knowledge and skills of computer operation required. Working knowledge and skills of computer operation required. Requires the ability to learn and explain the use of the internet, telephone systems, voice messaging, and other room/hotel amenities of interest to guests.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write, and understand English to understand instructions, safety rules, and communicate with guests.
• Must complete all required training as scheduled.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
• Must maintain a clean appearance and professional demeanor.

The Balboa Bay Resort is an equal opportunity and E-Verify employer.