Guest Services Agent

BLANK AST 2 (004723)

UCPath Position ID: MI-DPT319200-JC004723-PD168516

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1111797

Approved Date:

7/24/2024 10:35:38 AM

Date Last Edited:

7/24/2024 10:35:35 AM

Last Action Effective Date:

9/1/2021

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

319200 - LUSKIN CONFERENCE CENTER

Position Details

UCPath Position Number:

MI-DPT319200-JC004723-PD168516

Position Description ID

168516

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):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40048286

Reports to Payroll Title:

ADMIN SUPV 1

UCPath Department Head Position Number:

40047431

Department Head Payroll Title:

ADMIN SUPV 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 a 24-hour front desk at the Luskin Conference Center. The incumbent utilizes the property management system (PMS) to perform guest check-in and check-out, post guest payments on their accounts, and input room reservations, room changes, and cancellations. Guest Services Agents provide excellent customer service to guests, visitors, and vendors by answering inquiries regarding the campus and the local area, accepting messages, storing luggage as requested, and arranging transportation for guests.

The Luskin Conference Center (LCC) is a 300,000-square-foot, 7-story property on the UCLA campus. The LCC is comprised of 254 guest rooms, approximately 25,000 square feet of meeting space, a 160-seat restaurant, a fitness center, and a business center. The LCC is an academic meeting and conference destination supporting UCLA's education and research mission.

The Luskin Conference Center is a no-tipping environment.

Customer Service

 • Interacts with guests in a polite, courteous, and professional demeanor

 • Answers inquiries and provides information about the hotel and conference center, parking policies, campus information, directions, and dining facilities

 • Completes daily shift checklist

 • Maintains access control by signing out keys to employees, guests, and visitors

 • Input individual reservations, changes, and cancellations into the property management system (PMS)

 • Refers prospective guests to neighboring hotels if they cannot be accommodated at LCC

 • Monitors occupancy and adjusts room assignments as necessary

 • Communicates with colleagues and enters special requests and information into the PMS for checked-in hotel guests and future guests

 • Assists with inquiries from guests and takes appropriate action to resolve problems

 • Assists the Front Office Manager and Assistant Front Office Managers in maintaining current information and materials regarding LCC facilities and services, local restaurants, and attractions

 • Assists in maintaining an up-to-date reference book related to conventions, meetings, and special events held in the conference center

 • Arranges transportation and travel arrangements for guests when requested

 • Answers telephones using proper etiquette and forwards calls to guest rooms and LCC offices

 • Takes accurate messages for guests and staff

 • Assists, as directed, during emergencies

 • Contacts security in response to guest and visitor disturbances

 • Coordinates and distributes parking information and procedures to guests

 • Provides building access information to guests

 • Prepares arrivals list and end-of-day reports

 • Records all relevant information in the front desk logbook

75%

Financial Transactions

 • Sells guest rooms and fitness passes

 • Posts all relevant charges and credits to guest folios and ensures guests have valid methods of payment

 • Accepts payment from guests following proper credit and cash handling procedures

 • Provides change upon request from the cash drawer

 • Reconciles cash drawer at the beginning and end of shift

 • Deposits at the close of shift any cash received during shift

 • Runs cash register reports as required

20%

Administrative

 • Recognizes, reports, and responds appropriately to maintenance, housekeeping, and safety deficiencies

 • Provide relevant information to housekeeping and administrative staff, including updating housekeeping on room status

 • Creates work orders on behalf of guests and coordinates and follows up with maintenance staff

 • Assists guests with luggage upon request, including tagging and storing luggage

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

1+ years

In-person customer service experience

Required

Hotel or hospitality industry experience

Preferred

Experience working in a university setting

Preferred

Proficient skill using standard business software (e.g. Microsoft Office Suite) and property management software

Required

Ability to sufficiently communicate in written and verbal English to receive work assignments and share information with supervisors, colleagues, and guests 

Required

Skill in writing grammatically correct business English, such as reports, memos, and other routine correspondence 

Required

Skill in interacting effectively with guests, team members, and managers in a high-volume, public setting using positive body language, direct eye contact, active listening, and a friendly and professional demeanor 

Required

Ability to engage with diverse populations in a respectful and culturally responsive manner

Required

Ability to operate independently and exercise good judgment to ensure customer satisfaction

Required

Ability to prioritize assignments and make appropriate adjustments despite changes in workload and competing deadlines

Required

Ability to work efficiently under conditions of a fluctuating work load with frequent interruptions and distractions

Required

Sufficient knowledge of University accounting and cash handling procedures to accomplish standard departmental transactions 

Preferred

Demonstrated ability operating electronic cash registers

Required

Demonstrated ability to maintain detailed and accurate records

Required

Ability to remain calm in the face of adversity, such as guest dissatisfaction

Required

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.

Evenings, weekends, holidays, and overtime based on departmental needs

Required

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Luskin Conference Center

•

General office equipment

•

Point of sale (POS) devices

•

Two-way radios

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

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.