Front Desk Agent at The Surfrider Malibu
20 days ago
Malibu
Job Description The Surfrider Hotel is an award winning boutique hotel at the iconic Surfrider Beach in Malibu, California. Originally built in 1953, The Surfrider is an icon in California’s history; it’s stood the test of time through the Golden Era, the 60’s and 70’s, a first stop on the PCH road trip. It’s the embodiment the California Dream. At the base of the Santa Monica Mountains and 20 minutes from Los Angeles, it’s the intersection between city and coast. Founded by an Aussie, a Californian and an Italian, it was redesigned to feel like a guest’s own Californian Beach House and is comprised of 20 rooms, a roof deck overlooking Malibu Pier and First Point, a guest-only bar and restaurant, surfboard quiver with custom boards shaped for the wave out front and a sage green 1968 Land Rover. We are a young, innovative and passionate team and we aim to shake up the hospitality industry and be more than a hotel. Our experience is authentically “Malibu” or “California”. Over the past year, we’ve been recognized on the cover of Conde Nast Traveler, front of the NY Times Travel section, the Financial Review, Vogue, The Australian, Architectural Digest, RUSSH, Vanity Fair, Wallpaper and more. We were named the coolest place in California by GQ and Esquire and were voted one of the top 100 hotels in the world by Conde Nast traveler, listed on their acclaimed Gold List, a winner of their Reader Choice awards and Dezeen’s top 10 new hotels, as well as receiving an Award of Excellence from Trip Advisor across three consecutive years. Job Description: Our ideal candidate is one that has exceptional work ethic, a passion for hospitality, and is eager to learn. We treat this hotel as our own California Beach House hosting both locals and guests from around the world. We collide California cool with professionalism and hold each team member to a very high Surfrider standard in each task or guest interaction. General Responsibilities Include: • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day., • Maintain positive guest relations at all times., • Monitor and maintain cleanliness, sanitation and organization of assigned work areas., • Maintain complete knowledge at all times of:, • all hotel features/ services, hours of operation, • all room types, numbers, layout, decor, appointments, and location, • all room rates, special packages and promotions, • daily house count and expected arrivals/departures, • scheduled daily group activities, • Pass on any pertinent information between departments, • Answer telephone, using correct greeting and telephone etiquette., • Promote positive guest relations to all individuals approaching the Front Desk., • Process all guest check-ins., • Confirm reservation in system and review all noted information., • For guests without a reservation, sell a room type agreed upon., • Verify registration card information with the guest., • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated., • Assign guest room., • Communicate services and amenities of the hotel to guests., • Walk guest and transport their luggage to the room., • Maintain guest history files on all guests., • Communicate VIP arrivals to designated personnel for escort and delivery of amenities., • Set up accurate accounts for each guest checking in according to their requirements, • Block rooms in computer and follow through on designated requirements., • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)., • Present folio to guest and resolve any disputed charges., • Settle guest accounts., • Handle requests for late check-outs., • Conduct group check-ins/outs., • Adhere to all cashiering procedures:, • Count and secure bank., • Complete designated cashier reports., • Document pertinent information in the log book and guest profile Skills/Knowledge Required: • The ability to listen to, assess, and appropriately respond to information, • The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it., • The ability to exercise the personal discipline and extra diligence to assure that projects are completed on timely basis., • The ability to motivate and inspire others to work cooperatively to achieve a designated goal., • The ability to maintain confidentiality of guest information and pertinent Hotel data., • Flexible schedule - Willing and able to work shift duties that may include evenings, nights, weekends and holidays. Physical Requirements: • Must be able to bend, stoop, squat and stretch to fulfill tasks, • Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis, • Must be able walk, stand and exert well placed mobility for up to eight (8) hours, • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity Qualification Standards: Education: College degree preferred (or in progress). Experience: 1 to 2 years of previous experience in a similar position in a boutique hotel preferred or with customer service experience Job Types: Part-time or Full-time (3 shifts per week minimum) Salary: $18.00 / hour + concierge referral commissions Concierge referrals / tips typically equate to $4-$6/hour making the actual hourly of this role $20+ per hour. (Health insurance and other benefits available for full time staff)