Part Time - Guest Experience Agent - Best Western Plus Hacienda Hotel- San Diego, CA

About the role

As a Guest Experience Agent at Best Western Plus Hacienda Hotel, you are the face of the guest experience, combining the responsibilities of a Front Desk Agent, Concierge, and Hotel Ambassador. This dynamic role goes beyond the traditional front desk by actively engaging with guests throughout the property, ensuring they feel welcomed, informed, and cared for from arrival to departure. You will assist with check-ins and check-outs, provide personalized recommendations for local attractions, dining and activities, and serve as a knowledgeable resource for guests exploring both the hotel and surrounding area. Your commitment to exceptional hospitality helps create memorable experiences and encourages guests to return.

Responsibilities

• Welcome guests with a friendly, professional, and service-oriented attitude
• Perform guest check-ins and check-out procedures accurately and efficiently while maintaining exceptional customer service
• Assist guests with reservations, room assignments, billing inquiries, and special accommodation requests
• Serve as a concierge by providing recommendations for local restaurants, attractions, shopping, entertainment, transportation, and area events
• Proactively engage with guests throughout the property to offer assistance, answer questions, and enhance their overall experience
• Respond promptly and professionally to guest concerns, service requests, and feedback ensuring timely resolution
• Assist with phone inquiries, reservations, and guest communications through multiple channels
• Support guest loyalty programs and promote hotel offerings when appropriate
• Assist with additional guest service responsibilities as assigned by management

Qualifications

• High School diploma or equivalent required
• Previous hotel front desk, guest service, concierge, hospitality, or customer service experience preferred

Skills

• Excellent interpersonal communication and guest relations skills
• Strong problem-solving abilities with a commitment to resolving guest concerns professionally and efficiently
• Friendly, outgoing personality with a passion for hospitality and creating memorable guest experiences
• Proficiency with computers and the ability to learn hotel property management systems and reservation software
• Strong organizational skills and attention to detail
• Ability to multitask and perform effectively in a fast-paced environment
• Knowledge of local attractions, restaurants, and transportation options
• Reliable, professional, and team-oriented work ethic

Physical requirements

• Ability to stand and walk for extended periods throughout the shift
• Ability to occasionally lift and carry items weighing up to 25 pounds
• Ability to work both indoors and outdoors while assisting guests as needed
• Ability to move throughout the hotel property frequently during the workday

Schedule

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