Rancho Palos Verdes,CA,USA Guest Service Agent-Front

Terranea Resort is a premier luxury oceanfront resort located on the Palos Verdes Peninsula in California. Known for its breathtaking views, exceptional service, and commitment to providing an unforgettable experience, Terranea combines the beauty of the natural environment with outstanding amenities and thoughtful guest services. As a destination resort, Terranea caters to a diverse clientele including vacationers, business travelers, and special event guests, providing a sophisticated and welcoming atmosphere. The resort is dedicated to maintaining high standards and excellence as reflected in its adherence to AAA and Forbes guidelines, ensuring a top-tier hospitality experience. Terranea Resort offers a dynamic work environment where employees are valued members of a customer-focused team, committed to hospitality, innovation, and memorable guest interactions. The role of the Guest Service Agent at Terranea is pivotal, as this position is the first point of contact for guests, setting the tone for their entire stay. Featuring both front desk responsibilities and telephone system management, the Guest Service Agent plays a crucial role in delivering exceptional service that aligns with the resort’s high standards. The position is full-time, with a competitive base pay starting at $24.58 per hour. As a Guest Service Agent, individuals will greet and welcome guests warmly, managing the check-in and check-out processes efficiently and courteously. This includes handling all payment procedures according to established hotel policies, ensuring accuracy and professionalism at all times. Agents are also expected to quickly and clearly respond to phone calls, routing inquiries effectively and providing accurate information to guests and visitors. This position requires excellent communication skills, both verbal and written, as well as a high degree of professionalism and a polished appearance aligning with the resort’s grooming standards. The role demands the ability to anticipate guest needs and respond promptly, helping coordinate with other hotel departments to ensure seamless service delivery and guest satisfaction. Guest Service Agents will maintain knowledge of all hotel features, room types, rates, promotions, and operational details such as daily house counts and group activities. They will support VIP services, document guest interactions in the Opera system, manage billing inquiries and adjustments, and assist with creating gift cards and processing payments. Additionally, proficiency in guest service platforms such as ALICE, Open Table, HotSOS, and Opera is beneficial for effectiveness in this role. Flexible availability is essential due to the nature of hospitality operations, which require shift work including evenings, weekends, and holidays. The resort fosters a cohesive team environment where interpersonal skills, conflict resolution, empathy, and a positive attitude are essential qualities. Terranea Resort also offers a comprehensive benefits package as part of its commitment to its full-time, regular team members. This includes group medical, dental, vision, life and disability insurance, flexible spending accounts, employee assistance programs, paid time off, sick leave, and a 401(k) plan with company matching. This comprehensive approach supports the health, wellbeing, and financial security of team members while encouraging career growth within the hospitality industry.

• High school diploma or equivalent
• two or more years experience in the hospitality industry, preferably in front office or rooms division
• ability to communicate effectively both verbally and in writing
• developed proficiency with Opera or similar hotel management software preferred
• strong organizational and interpersonal skills
• ability to cope with high-pressure situations calmly
• flexibility to work varying shifts including holidays and weekends
• certification in CPR highly preferred
• previous guest relations training