As a Guest Experience Agent at Best Western Plus Hacienda Hotel, are 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 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.
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 inquires, 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 inquires, reservations, and gust communications through multiple channels.
Support guest loyalty programs and promote hotel offerings when appropriate.
Assist with additional guest service responsibilities as assigned by management.
High School diploma or equivalent required.
Previous hotel front desk, guest service, concierge, hospitality, or customer service experience preferred
Excellent interpersonal communication and guest relations skills
Strong problem-solving abilities with a commitment to resolving guest concerns professional 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
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.
This position may require working weekends, holidays, or variable shifts based on business needs.
The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. We 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.
Our company strives to provide exceptional service, quality, and dedication to our guests, associates, and investors of our hotels. We have six name-brand hotels throughout the California region and will be opening the eighth property in Alameda, CA fall of 2023.
James Woo - Chief Executive Officer
As one of the starting directors of the company, James Woo brings fourteen years of hospitality industry experience to WS Management. He began his hospitality career as the General Manager of a select-service hotel. He transitioned to acquisitions and eventually to hotel property development and founded WS Management in 2013.
Sean Woo - Chief Financial Officer
CFO Sean is a founding member of WS Management and is responsible for the company’s financial, accounting and risk management activities. Sean also actively participates in the company’s long-term strategies through identifying, negotiating and financing real estate acquisitions.
Janet Fioriti - Vice President
Janet is responsible for the operating performance, asset preservation, quality and service excellence, revenue management and top-line sales performance for each asset in the portfolio. She is keenly focused on building a culture of entrepreneurial spirit, outrageous hospitality and employee engagement and care.
