Front Desk - Guest Service Agent (Full-Time & Part-Time) - Hacienda Hotel by Best Western Old Town San Diego

Duties and Responsibilities

• Deliver Outrageous Hospitality
• Greet every guest with warmth, positivity, and genuine engagement following the 10/5 Rule.
• Anticipate guest needs and personalize interactions to create memorable experiences.
• Provide clear, accurate information about the hotel, amenities, and local area.
• Resolve concerns with fairness, urgency, and kindness using Hacienda's service recovery standards.
• Accurate & Efficient Front Desk Operations
• Perform check-ins, check-outs, payment processing, and room assignments accurately.
• Verify identification, payment methods, and reservation accuracy.
• Follow all cash-handling, credit card, and fraud-prevention procedures.
• Maintain accuracy in the PMS with guest profiles, notes, incidents, and room status.
• Communication & Team Collaboration
• Keep open and clear communication with Housekeeping, Maintenance, and Leadership.
• Update room statuses, special requests, and guest issues promptly.
• Use approved communication channels (Quore, radio, email) professionally.
• Support the team by assisting with tasks outside the desk when appropriate.
• Ensure to Maintain Cleanliness of Employee shared spaces (Ie. Breakrooms, Bathrooms)

Skills

• Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
• High school education or equivalent experience.
• Professional in presentation and demeanor
• Enjoy working with a team
• Demonstrated ability to work under pressure in a busy environment
• Ability to accurately follow instructions, both verbally and written
• Ability to cross-train in other hotel related areas
• Must show initiative, including anticipating guest and operational needs

Additional Details

This position requires working weekends, holidays, or variable shifts based on business needs.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class. Those who are ineligible to work in the United States will not be considered.