Job Title: Guest Services
Department: Front Desk

Reports to: General Manager

Summary of Position:

Assist guests with reservations and check-in experience. Assist with daily activities on the hotel property helping out in all areas from the lobby bar to guest amenities such as coffee and beach rentals. Guest Services ensures reservations are booked accordingly and follows up with guests to help make their hotel stay a success. Guest Services sets the tone for our fun but the family-focused environment. Must be professional and love working with guests.

Essential Functions:

1. Provide a high level of service to maximize guest and employee satisfaction in accordance with guidelines.

2. Assist with operations including guest services and reservations.

3. Communicate with housekeeping to ensure rooms are ready for arrival.

4. Teamwork – help create a positive, cooperative work environment for all staff.

5. Assist with hands-on approach to helping team members and guests around property.

Required Knowledge, Skills, and Abilities:

1. Ability to perform the responsibilities of all hotel job descriptions at a basic level.

2. Basic computer skills including operating systems, hardware networking and willingness to learn new property management software systems as required.

3. Equitable in dealing with others and representing the company.

4. Great written and oral communication skills.

5. Works well under pressure; maintains control even in the most difficult situations.

6. Ability to go up stairs while carrying up to 20 lbs.

Qualifications:

1. Experience in hospitality operations and customer service preferred.

2. Front desk experience preferred
3. Concierge experience a plus

ABOUT HERMOSA HOTEL & COTTAGES
The Hermosa Hotel is a family and guest-friendly travel destination in one of the most idyllic locations of the California coast. Our island retreat is just one hour away from Long Beach and the bustling Los Angeles grind. Our guests escape to Catalina for a relaxing, fun, and memory-filled vacation. The Hermosa Hotel is also a part of history - the main building has operated as a hotel for over 120 years. This charming property has recently received an elevated renovation including enhanced services to our guests. You are a part of history when you step onto the property as either a member of the staff or a guest. Understanding the long history of the Hermosa, the island, and the reasons guests escape to Avalon we welcome you to The Hermosa Hotel family.

The Hermosa Hotel is a boutique hotel offering the unique opportunity for our staff to get to know our guests. While still providing a level of professionalism our hotel, island property, and central location in Avalon is key to our ability to serve our guests. The casual home away from home offers an inviting lobby with welcoming wine and beer bar. The rooms are conducive to groups and family getaways or cottages for the couple wanting to get away from it all. Our focus on little touches through guest amenities and personal touches show guests they are welcomed. The key to the Hermosa’s consistent success is the focus on the customer and their experience on the island.

As a member of the Hospitality Desk staff, you will play a major role in making each guest’s stay with us a great experience. Our goal is to achieve 100% guest satisfaction and to provide each guest with unforgettable memories during their stay with us. As we are a small team, you will interact with guests’ multiple times throughout their stay and be able to positively impact their experience on the island as well as at the hotel. Within the team you will be able to grow, take on responsibilities, and help elevate the Hermosa Hotel.