Guest Service Representative

Pacifica Hotels is looking for an outstanding Guest Service Representative to work in one of the most beautiful settings in the world! Our Guest Service Representatives are hands-on, team-oriented professionals with high standards and are driven to exceed our guest’s expectations on a daily basis. We are currently seeking a Guest Service Representative for The Kinney San Luis Obispo.

The Kinney Hotel in San Luis Obispo beckons you to embrace your inner coed, bringing cultivated on-and-off campus vibes to the forefront. Visit our onsite barcade - Leroy's - for sips and bites, take a dip in our year-round heated pool, and check out our oh-so-flexible function space. Plus, we offer the perfect home-base for exploring everything San Luis Obispo, including Cal Poly SLO, Bubblegum Alley, and our legendary Thursday Night Farmers Market. Looking to soak up the sun? The Kinney SLO is located just a short drive from Avila Beach, Morro Bay, Shell Beach, and Pismo Beach.

“Pacifica Hotels is an exceptional hospitality company that really invests their time in the operations and support of the individual hotels. It's comforting and beneficial to have a company that spends so much time meeting the needs and requests of their hotels and for us to know our voice is being heard. Unlike most other companies, PH managers (hotel and regional) frequently do friendly follow-ups to ensure we are happy, everything is flowing smoothly, and to ask our opinions on areas of improvement, which certainly is encouraging to know the company we work for cares so much about our success. This company also continues to provide relevant material and feedback essential for individual growth and promotional opportunities - which again is very encouraging”.

• Blake, Guest Services

Core functions of the position, but are not limited to the following;

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests
• Communicate effectively with guests and fellow team members
• Greet arriving guests and complete established check-in procedures on a daily basis in order to ensure that guests are fully satisfied
• Facilitate guest departures on a daily basis by following established procedures in order to close guest accounts and determine future room availability
• Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures in order to present the guest with accurate hotel charges upon check-out.
• Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing PHC’s reservation guideline. Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Operate the PBX equipment by accepting incoming calls and assisting out-going calls, setting wake-up calls and communicating to guests to ensure timely and efficient service.
• Control cash and credit transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policy.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by guests in a timely manner.
• Contribute to and maintain established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.

Health Benefits, Travel Perks & More
Medical, Dental and Vision Insurance, 401k, Vacation and Sick Leave are offered with this position along with a Team Member Travel Program, encouraging each team member to visit sister properties and enjoy exclusive team member rates for rest and relaxation.

Experience Preferred

• Personal Skills• Highly organized and efficient • Pro-active and results driven • Ability to adapt and demonstrate flexibility• Leads by example and with integrity• Excellent communicator and team motivator• Business-like, socially engaged, passionate, expressive demonstrating a positive attitude
• Professional Skills• Proficiency in MS Office Suite • Experience with hotel operations software sales programs• Skillful in project planning/ tasks and able to prioritize projects/ tasks
• 1 - 3 years: Work Experience:• At least 1-3 years’ experience in a like or similar role within hotel operations demonstrating progressive career path responsibilities

Education Required

• High School or better

Skills Preferred

• Microsoft Office

Behaviors Preferred

• Loyal: Shows firm and constant support to a cause
• Team Player: Works well as a member of a group
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations Preferred

• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Goal Completion: Inspired to perform well by the completion of tasks
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization