Front-Desk Agent, Villa Graziadio Executive Center

The Front Desk Associate of the Villa Graziadio Executive Center plays a key role in creating a welcoming and exceptional experience for all guests visiting and staying at the Villa Graziadio Executive Center. The regular schedule for this position includes evening shifts from 3:00 PM to 11:00 PM on Sundays, Mondays, Tuesdays, and Wednesdays, as well as an additional 8-hour shift with the specific day to be determined.

Bringing excellence to all aspects of work, and serving as a front-line representative of the Villa Graziadio Executive Center, the Front Desk Associate is responsible for overseeing guest check-ins, check-outs, handling inquiries, and processing payments, while delivering excellent customer service and hospitality, reflective of Pepperdine University. This role helps ensure a seamless, high-quality experience for all guests, while fostering strong relationships with internal and external stakeholders. This role requires experience in customer service, with an understanding of event operations and a proactive approach to hospitality.

Duties

• Customer Service Excellence: Serve as the first point of contact for guests, greeting them with warmth and professionalism. Provide welcoming check-ins, and gracious check-outs. Address guest inquiries with efficiency and a focus on hospitality. Provide outstanding service to ensure every guest feels valued and supported throughout their stay. Anticipate guest needs and address any issues or concerns promptly and effectively. Respond to guest complaints and issues with professionalism and empathy. Take the initiative to resolve issues, raise issues to management, and ensure guests have a pleasant and stress-free experience. Must maintain professional dress and attire.
• Reservations & Room Management: Manage reservations, both over the phone and through the property management system. Ensure guest rooms are assigned correctly, and special requests are honored. Keep accurate records of room availability and rates.
• Communication & Coordination: Answer phone calls, emails, and communicate with other departments, such as housekeeping and maintenance, to ensure rooms are clean and ready for guests. Collaborate with the events team to coordinate conference or meeting-related guest needs.
• In-House Assistance: Support internal team with various in-house assignments, including but not limited to inventory counts, storage, assuring rooms are fully prepared for guests, maintaining first floor cleaned, stocked and prepared for guests, among other support.
• Administrative Duties: Maintain accurate records of guest interactions, transactions, and payments. Process payments and reconcile any discrepancies during shift changes. Balance cash drawers and generate reports as needed. Follow established policies, procedures, and laws to ensure compliance.
• Security & Safety: Ensure all safety and security protocols are followed. Report any unusual activity or concerns to the appropriate team. 
• Shift Flexibility: Be flexible with shift schedules, including availability for early mornings, evenings, weekends, and overnight shifts, to ensure that the front desk is always covered.
• Emergency Support Response: Serve as a supportive point of contact for emergency response situations, through supporting the Villa General Manager and University Emergency Operations team, including helping to ensure the safety and well-being of guests and staff by coordinating emergency response protocols.
• Other Duties: Perform other duties as assigned.
• Mission: Uphold the University mission through all work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required:

• Previous experience and education in hospitality or customer service.
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with computers and Google systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Must be available for various shifts, including overnight, weekends, and holidays.
• A positive attitude and a genuine passion for providing excellent customer service.
• Proficiency with computers and Google systems.

Preferred:

• Bachelor’s Degree.
• Familiarity with property management software s