Pepperdine University

The Temporary Front Desk Agent at Villa Graziadio will play a key role in providing exceptional customer service and creating a welcoming environment for guests at the Villa Graziadio Executive Center. As the first point of contact, the Front Desk staff will assist with check-ins, manage guest inquiries, and provide administrative support to ensure smooth operations of the facility. The position requires a strong focus on delivering an outstanding guest experience, aligning with the Villa Graziadio's mission to host successful events and provide an atmosphere of learning and inspiration. This role will be essential in providing the professional and efficient service expected in this premier conference and retreat destination located on the picturesque Pepperdine University Malibu campus.

Applications for this position are reviewed on a rolling basis as needs arise. Candidates selected for this applicant pool may be contacted to fill on-call vacancies caused by absences or other short-term staffing needs. If a suitable opening becomes available, we will reach out based on qualifications and availability. Please note that being part of the applicant pool does not guarantee placement.

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 and 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 and 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 and 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 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.
• Perform other duties as assigned.
• Uphold the University Mission through all work performed.

Shift Schedule:

Morning Shift: 7:00 AM - 3:30 PM

Afternoon Shift: 3:00 PM - 11:30 PM

Overnight Shift: 11:00 PM - 7:30 PM

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

Preferred:

• Bachelor's Degree
• Familiarity with property management software and payment systems Familiarity with Pepperdine University.
• Experience or background in faith-based higher education.

Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.

This is a temporary, non-exempt position with varying hours per week dependent on University needs.

Expected Pay Rate: $21.00 - $22.00 per hour

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law.