Guest Services Agent at Viceroy Hotels & Resorts in Santa Monica, CA

GUEST SERVICES AGENT Requisition Post Information* : Posted Date 10 hours ago(6/10/2026 4:31 PM) Job ID 2026-78955 Category Front Office Operations Location : Name Hyatt Centric Delfina Job Location : Location US-CA-Santa Monica Compensation Minimum USD $27.31/Hr. Compensation Maximum USD $34.14/Hr. VICEROY HOTELS Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.  LOCATION Hyatt Centric Santa Monica OVERVIEW The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. RESPONSIBILITIES • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards. • Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable). • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner. • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. • Review Front Office log and Trace File daily. • Answer inquires from guests regarding restaurants, transportation, entertainment, etc. • Follow all cash handling and credit policies. • Be aware of all rates, packages and special promotions as listed in the Red Book. • Be familiar with all in-house groups. • Be aware of closed out and restricted dates. • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. • Be familiar with hospitality terminology. • Have knowledge of emergency procedures and assist as needed. • Handle check-ins and checkouts in a friendly, efficient and courteous manner. • Use proper two-way radio etiquette at all times when communicating with other employees. • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. • Be able to complete a bucket check, room rate verification report, and housekeeping report. • Balance and prepare individual paperwork for closing of shift according to hotel standards. • Maintain and market promotions and guest programs. • Maintain a clean work area. • Assist guests with safe deposit boxes. QUALIFICATIONS   Skills/Knowledge Required: • Must possess a positive attitude • Must be energetic and outgoing • Must be service oriented • Must be a team player • Must be able to multi-task Physical Requirements: • Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks • Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis • Must be able to stand and exert well-paced mobility for duration of shift Qualification Standards: • Education: High school or equivalent education preferred. • Experience: 1 to 2 years previous experience in a similar position in a luxury hotel preferred • Computer experience required. • Customer Services experience preferred. • Flexible and long hours sometimes required. • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. • Ability to stand during entire shift. • Maintain a warm and friendly demeanor at all times. • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. • Must be able to multitask and prioritize departmental functions to meet deadlines. • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. • Attend all hotel required meetings and trainings. • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. • Comply with Viceroy Hotel Group and regulations to encourage safe and efficient hotel operations. • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. • Must be able to cross-train in other hotel related areas. • Must be able to maintain confidentiality of information. • Must be able to show initiative, including anticipating guest or operational needs. • Perform other duties as requested by management.  • All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided) For the first nine (9) months of an employee’s employment, a wage that is eighty percent (80%) of the rate that would otherwise be required for employees in their classification. For the next nine (9) months (i.e. months 10 through 18) of their employment, a wage that is ninety percent (90%) Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success. EOE   OPTIONS Apply for this job onlineApply Share Email this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Viceroy Hotels and Resorts is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Viceroy Hotels and Resorts to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements. The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law. Application FAQs Software Powered by iCIMS www.icims.com