Guest Services Agent

University of California - Los Angeles, CA

Full-time - Entry Level

Los Angeles, CA

Educational Services

About the position

The Guest Services Agent at the Luskin Conference Center operates the front desk in a 24-hour environment, providing exceptional customer service to guests, visitors, and vendors. This role involves managing guest check-ins and check-outs, handling payments, and utilizing property management systems to manage reservations and inquiries. The position supports UCLA's mission by ensuring a welcoming and efficient experience for all guests.

Responsibilities

• Operate the front desk at the Luskin Conference Center, providing 24-hour service.
• Utilize the property management system (PMS) for guest check-in and check-out processes.
• Post guest payments and manage room reservations, changes, and cancellations.
• Provide excellent customer service by answering inquiries about the campus and local area.
• Accept messages and store luggage as requested by guests.
• Arrange transportation for guests as needed.

Requirements

• 1+ years of in-person customer service experience.
• Proficient in using standard business software, including Microsoft Office Suite and property management software.
• Ability to communicate effectively in written and verbal English.
• Skill in writing grammatically correct business English for reports and correspondence.
• Ability to interact effectively with guests and team members in a high-volume setting.
• Ability to engage with diverse populations respectfully and responsively.
• Ability to operate independently and exercise good judgment for customer satisfaction.
• Ability to prioritize assignments and adjust to workload changes.
• Ability to work efficiently under fluctuating workloads with frequent interruptions.
• Knowledge of University accounting and cash handling procedures (preferred).
• Demonstrated ability to operate electronic cash registers and maintain accurate records.
• Ability to remain calm in adverse situations, such as guest dissatisfaction.

Nice-to-haves

• Hotel or hospitality industry experience.
• Experience working in a university setting.
• Sufficient knowledge of University accounting and cash handling procedures.

Benefits

• Benefits start on day one, including health insurance and retirement plans.