Guest Services Agent

BLANK AST 2 (004723)

UCPath Position ID: TBD_940962

Position Description History/Status

Approved Date:

2/10/2026 11:34:48 AM

Date Last Edited:

2/10/2026 11:34:45 AM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR

Division Code:

5901D

Division:

ADMINISTRATION

Department:

318700 - LAKE ARROWHEAD CONFERENCE CENTER

Position Details

UCPath Position Number:

TBD_940962

Position Description ID

252126

UC Payroll Title:

BLANK AST 2 (004723)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

7 - Staff: Partial Yr Career

Full-Time Equivalent (FTE)

0.5

SUPERVISION

UCPath Reports to Position Number:

40101160

Reports to Payroll Title:

GENERAL SVC OTHER SUPV 1

UCPath Department Head Position Number:

40046856

Department Head Payroll Title:

ADMIN MGR 2

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION SUMMARY

The Guest Services Agent operates the Lake Arrowhead Lodge (LAL) Front Desk and oversees all hotel room inventory and Bruin Woods reservation functions. As the initial point of contact for guests, the incumbent is expected to provide courteous and professional customer service, including guest assistance, inquiries, reservations, and sales conversions to meet hotel targets for LAL rooms and meals. Responsibilities include preparing confirmation letters, processing cancellations and modifications, and managing guest check-in/out. Additionally, the role involves assisting guests, handling incoming and outgoing calls, preparing arrival schedules, facilitating pre-registration activities, processing advanced reservations and deposits, recording payments, and adhering to UCLA and UC cash handling guidelines. Moreover, the position requires coordination of Lodge functions and collaboration with Guest Rooms and Maintenance teams to prepare rooms.

UCLA Lake Arrowhead Lodge is a unique Southern California meeting and retreat venue. Located high in the pine-studded San Bernardino Mountains on the tranquil shores of Lake Arrowhead, our 50-acre lodge provides meeting space and accommodations for groups from September through mid-June. During the summer, Bruins Woods Family Camp program runs for ten consecutive weeks, with up to 80 families attending each week.

Customer Service/Administrative

 • Interacting with guests politely, courteously, and professionally, addressing inquiries on room types, rates, payment methods, reservations and cancellation policies, parking, campus information, directions, and dining facilities.

 • Completing the daily shift checklist and maintaining proper key control by signing out keys to employees, guests, and visitors.

 • Performing check-in and check-out procedures using the hotel computer system, key card maker, credit card authorizer, and cash register.

 • Entering individual reservations, modifications, and cancellations into the hotel's computer system and managing Bruin Woods reservations.

 • Monitor occupancy and adjust room assignments as needed. Communicate special requests and information to relevant hotel staff.

 • Assist with general customer inquiries and resolve issues following departmental guidelines while maintaining current information on facilities, local attractions, and events.

 • Provide information to guests, ensure the proper use of safety deposit boxes, and provide faxing, scanning, mail services, and general assistance during emergencies.

 • Answering telephones, providing access information, preparing arrival lists and end-of-day reports, recording all relevant information in the front desk log book, supplying items for guest comfort, and distributing recreational equipment and games.

 • Courteously responding to incoming calls and resolving guest complaints, maintaining knowledge of events, activities, hours of operation, and dining options, and assisting with check-in/out and registration card completion.

 • Communicating event order changes, assisting with minor emergencies, attending operations meetings, handling guest requests, managing wake-up calls, and monitoring early check-in and early-out lists.

 • Entering rooming lists, ensuring accurate paperwork processing, liaising with the Sales department and other departments, issuing and tracking all guest room keys and equipment, and accurately reflecting virtual credit cards received via OTAs in the reservations management system.

 • Record relevant information in the Front Desk Log, communicate with management when necessary, and compile and distribute informational reports to the operational team.

70%

Financial Transactions/Cash Handling Procedures

 • Post all relevant charges and credits to guest folios following established credit procedures.

 • Ensure all guests have valid payment methods and accept payment from guests following proper credit and cash handling procedures.

 • Reconcile the cash drawer at the start and end of the shift. Deposit the cash at the end of the shift, ensuring that all sales during the shift comply with UCLA's cash handling procedures.

 • Prepare a summary of cash, check, and credit card activities that reflect the property's financial performance for the day. Run cash register reports as required and prepare end-of-day reports.

 • Post room charges and room taxes to guest accounts, including guest transactions not previously posted.

 • Sell guest rooms, sell and restock clothing store items, and manage inventory.

 • Verify all account postings and balances made throughout the day.

 • Process payments for purchases, offsite dining guests, and various special events. Ensure correct room and meal rates are posted for each conference group.

 • Process advance deposits on reservations and assist with processing payments for conferences.

 • Audit, close, balance, and count cash, credit cards, and direct bill accounts, making necessary corrections to guest accounts.

25%

Lodge Management and Other Functions

 • Recognize, report, and respond appropriately to maintenance, custodial, and safety deficiencies.

 • Provide the custodial and administrative staff with relevant information, including updating the housekeeping room status.

 • Receive and/or write work orders from guests and staff and coordinate information with maintenance staff.

 • Assure the Main Lodge is open upon arrival, including unlocking doors if necessary. Prepare the Lodge for the day's activities. Ensure that Lodge facilities are ready and scheduled staff members are present.

 • Assist in creating a proper atmosphere in the Lodge by checking the ambiance, adjusting the lights, and ensuring the fireplaces are lit during the appropriate seasons.

 • When closing the Lodge, verify that all doors are securely locked and that no guests remain on the premises before final departure for the evening. Additionally, ensure that all Lodge patrons have exited the premises at the designated closing time.

 • Knowledge of all relevant emergency procedures to follow and how to respond.

 • Able to effectively dispatch appropriate response teams and activate proper emergency protocols for all medical and non-medical emergencies.

 • Communicate all relevant information to other departments.

5%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Minimum 1 Year

Hospitality or customer service experience

Required

Knowledge of hospitality or related industry

Preferred

Proficient skills using standard business software (e.g., Microsoft Office Suite) and property management systems (e.g., Opera).

Required

Excellent verbal and written communication skills to effectively communicate with diverse populations with competing priorities.

Required

Skill in writing grammatically correct business English, such as routine business correspondence, memos, and office procedures.

Required

Ability to maintain equanimity and confidentiality regarding sensitive issues in a high-volume public contact office where hostility and misunderstandings may arise.

Required

Ability to interact on a one-on-one basis using appropriate vocabulary and grammar to convey information accurately to all staff levels and individuals from various social, cultural, and educational backgrounds by phone or in-person interactions.

Required

Experience with a switchboard or multi-line telephone system, handling a high volume of incoming calls.

Required

Ability to establish and maintain cooperative working relationships with staff, department representatives, and management in a high-volume public setting.

Required

Ability to effectively prioritize job responsibilities, multitask, and thrive in a fast-paced environment.

Required

Knowledge of basic and standard cash handling and accounting procedures.

Required

Mathematical skills sufficient to perform basic arithmetic calculations.

Required

Skill in accounting tasks such as debiting, crediting, and reconciling expenditures.

Preferred

Ability to recognize and respond appropriately to emergency situations.

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Must be available to work varying schedules, including evenings, weekends, holidays, and overtime based on departmental needs

Required

Drive University vehicles

Preferred

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Other University Setting(s)

Location:

Lake Arrowhead Lodge

•

General office equipment

•

Point of sale (POS) devices

•

Two-way radios

Standing/Walking

X

X

Sitting

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.