Front Desk Agent Job at Best Western Plus Hacienda Hotel
Overview
As a Front Desk Agent at Best Western Plus Hacienda Hotel in San Diego, you'll be the first and last impression for every guest, owning their entire stay experience from check-in to check-out. You'll handle reservations, resolve complaints, and coordinate with housekeeping and maintenance to ensure seamless service. With 2+ years in hospitality or customer service, you'll thrive in a role that rewards initiative and genuine connection, backed by benefits like 401(k) matching and hotel discounts.
What You'll Do10
- 1Check guests in and out using Opera PMS, verifying IDs and issuing room keys in under 3 minutes per guest.
- 2Resolve guest complaints and compliments with a smile, escalating to the Front Office Manager only when policy requires.
- 3Balance daily cash and credit card transactions, closing out the shift report in Opera with zero discrepancies.
- 4Answer phone calls and emails within 2 rings, using the Hilton reservation system to book rooms and upsell amenities.
- 5Coordinate with Housekeeping and Maintenance via HotSOS to fulfill guest requests like extra towels or room repairs within 30 minutes.
- 6Drive repeat business by enrolling guests in the Best Western Rewards program, aiming for 10 new members per shift.
- 7Handle foreign currency exchange and safety deposit box access, following PCI compliance protocols.
- 8Run daily occupancy and revenue reports in Opera, flagging trends to the General Manager for pricing adjustments.
- 9Conduct pre-arrival calls to VIP guests, confirming preferences like room type and wake-up times.
- 10Log all guest interactions in Salesforce to identify potential corporate accounts for the sales team.
Requirements8
- 11+ years in a front desk or customer service role, preferably in a hotel environment.
- 2High school diploma or GED; 2-year degree in hospitality is a plus.
- 3Proficiency with Opera PMS and Microsoft Office (Excel, Word, Outlook).
- 4Ability to stand for 8-hour shifts and lift up to 25 lbs when assisting with luggage.
- 5Flexibility to work weekends, holidays, and rotating shifts including overnights.
- 6Bilingual in Spanish or Mandarin is a plus for guest communication.
- 7Valid California Driver’s License for occasional errands to supply runs.
- 8CPR/First Aid certification preferred, must obtain within 60 days of hire.
Salary Insight
$40 - $44k per year
Location
Required Skills
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