About Us:

Regent Santa Monica Beach-an IHG Hotels & Resorts (IHG) property-lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury.

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary:

As Front Desk Agent, you will be the ambassador of luxury, responsible for creating an unforgettable arrival and departure experience for our guests. This pivotal role requires a perfect blend of elegance, efficiency, and exceptional guest service skills.

A little bit about your day:

Reporting to the Director of Guest Experience, every day is different, but you will mostly:

• Promote Regent's service philosophy and style through our people attributes.
• Maintain impeccable personal grooming standards to uphold the professional and property style of the resort.
• Attend daily shift briefing at the start of your shift.
• Complete the front desk checklist during your shift and notify the department manager of any discrepancies or challenges.
• Welcome guests with sophistication, ensuring a seamless and memorable arrival experience.
• Closely adhere to guest arrival times, ensuring the room is assigned, clean, and inspected for guest arrival.
• Pre-register arriving guests in the opera system for remote registration and room escort.
• Front Desk Agent wears a radio and earpiece to efficiently receive communication about guest arrivals.
• Provide guest room escorts as assigned and serve welcome offerings accordingly.
• Register unescorted arrivals, guests at the reception living room, and serve welcome offerings.
• Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction.
• Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods.
• Respond to all guest text messages, emails, and other forms of communication accurately and timely using proper grammar.
• Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
• Enter all guest requests and concerns in the KYC system and follow up accordingly.
• Inform the department manager of any guest challenges and complaints.
• Address guest inquiries, requests, and concerns proactively and positively, exceeding their expectations
• Assist guests with information about local attractions, dining options, and other inquiries.
• Act as a point of communication between guests and various resort departments.
• Answer phones, respond to emails, and address guest inquiries promptly and professionally.
• Maintain cash bank, immediately reporting any overages or shortages.
• Ensure your house bank is always locked and secure.
• Ensure all cash handling procedures and credit card transactions are accurately processed.
• Ensure guest billing is accurate upon departure and follow up on any discrepancies quickly and discreetly.
• Ensure guest departure is seamless and all transportation arrangements are executed.

What We need from you:

• Previous experience in the front desk or guest services, preferably in a luxury hotel environment.
• Impeccable grooming and professional appearance.
• Ability to handle intense situations with grace.
• Outstanding organizational abilities and skills for taking initiative, problem-solving, multi-tasking, and prioritizing.
• Passionate about hospitality and providing an outstanding guest experience!
• Excellent verbal and written communication skills.
• Able to stand for long periods and move about the property
• Frequently bending, stooping, and kneeling.
• Flexible schedule, able to work evenings, weekends, and holidays.

What you can expect from us:

The hourly pay range for this role is $25.76 to $32.20. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague's pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Join us and you'll become part of the global IHG family - and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us how you care that you notice the little things that make a difference to guests as well as always looking for ways to improve.

In return, we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

Regent is the epitome of modern luxury for the world's most discerning travelers. Pushing the boundaries of refined living since 1971, Regent colleagues have set out once more to reimagine uplifting experiences that balance serenity and stimulation to heighten the senses. This, is new. This, is Regent.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.