Guest Services Agent

ALOFT Santa Clara

175 rooms | 1,980 sq. ft. meeting/event space

Amenities: pet-friendly property, indoor and outdoor meeting space, gourmet pantry, lively cocktail bar with live music, fitness center, laundry on-site.

A newly renovated, vibrant hotel within the America Center complex, designed for the next-generation traveler. Guests enjoy stylish, tech-forward rooms and convenient access to Levi's Stadium, the San Francisco Bay Trail, and major Silicon Valley corporate offices. A dynamic environment for hospitality professionals serving both business and leisure travelers.

Pay Range:

$18.90-$29.75

JOB DESCRIPTION

Job Title: Guest Service Agent

Department: Front Office/Guest Services                                                     

Supervision Exercised: N/A

Supervision Received: Guest Services Manager, Guest Services Supervisor

MINIMUM REQUIREMENTS

Education

• High school diploma preferred.

Experience

• Previous hospitality or customer service experience preferred.

• Experience with hotel Property Management Systems (PMS) a plus.

Skills and Knowledge

• Strong customer service and communication skills.

• Ability to multitask in a fast-paced environment.

• Basic computer and data-entry proficiency.

• Problem-solving and conflict-resolution ability.

• Must have a flexible schedule and be available to work weekends, holidays and overnight shifts.

• Professional, friendly, and welcoming demeanor.

Job Duties and Responsibilities

Guest Services & Operations:

• Completes all daily front desk agent tasks

• Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.

• Resolve guest issues, complaints, and requests with a sense of urgency and empathy.

• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.

• Maintain knowledge of all hotel features, services, hours of operation, room types

• Ensure all reservations that need to be made manually are in the system.

• Meets Hilton Honors enrollment goals by signing up guest during check-in.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times, Adhere to all cashiering procedures

• Meet with supervisor to review daily assignments and priorities.

• Answer department telephone within three rings, using correct greeting and telephone etiquette.

• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

• Other duties may be assigned.

Administrative & Communication:

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.

• Follow up with guest requests/complaints

• Willingness to work varied shifts, including weekends and holidays.

Position Disclaimer: This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.