Guest Journey Representative
$19/hr
Entry
Murrieta, CA, USA
In Person
Food Service & HospitalityHotel Guest Services
No H1B Sponsorship
About the job
Requirements
- Proven experience with strong customer service skills.
- Regular attendance according to established guidelines.
- Ability to work varying schedules to reflect the business needs of the property.
- Ability to maintain focus and attention to tasks and complete work assignments on time despite frequent interruptions.
- Ability to use arithmetic to accurately check totals and make correct changes.
- Ability to efficiently and accurately operate a computer.
- Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times.
- Ability to stand, sit, and walk for varying lengths of time, often for long periods.
- Ability to lift approximately 50 pounds of guest luggage or supplies on and off a cart using safe lifting techniques.
- Good written and verbal communication skills, including the ability to give directions, instructions, information, answer questions, and provide service.
- Ability to perform grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening, hearing, and visual tasks.
- Knowledge of how to administer first aid.
- Ability to direct evacuations in an emergency.
- Successful completion of a background check and verification of work authorization.
Responsibilities
- Answer external and internal phone calls, take messages, and transfer calls to the correct areas throughout the property.
- Make hotel, restaurant, and spa reservations for future guests using upselling techniques and follow the hotel's selling strategy, room inventory, rates, and dates.
- Sell hotel rooms to maximize transient room revenue using upselling and yield management techniques according to company policy.
- Educate incoming guests about hotel amenities and services and provide information about local entertainment and restaurant venues.
- Take and input in-room dining orders using upselling techniques.
- Take and input spa reservations using upselling techniques.
- Dispatch guest requests to the proper departments using the designated program and follow up to ensure completion.
- Process changes and cancellations for group reservations and prepare group guest lists before arrival.
- Anticipate guest needs, respond promptly, acknowledge guests, and maintain positive guest relations.
- Resolve guest complaints and ensure guest satisfaction during each interaction.
- Post all charges promptly, accurately, and efficiently.
- Maintain complete working knowledge of the front office computer or manual system, including daily and infrequent transactions.
- Maintain knowledge of the hotel property, staff, services, and hours of operation, and provide clear directions to hotel facilities.
- Operate the PBX and connect incoming calls professionally and efficiently, answering calls within three rings.
- Perform other reasonable duties assigned or directed by management.
About the company
Murrieta Hot Springs Resort is a wellness destination on a 46-acre site between Los Angeles and San Diego, built around natural geothermal waters with more than 50 pools and water features. It offers 174 guest rooms; overnight guests get 24-hour pool access and exclusive wellness activities, while day passes provide access to pools, a historic bathhouse, saunas, and a mud loft, plus mineral-inspired spa treatments. The property runs science-backed programs in Revitalization, Dynamic Activity, Nutrition, and Sleep, and features multiple food and beverage outlets alongside fitness facilities. Its goal is to be a premier geothermal-wellness destination that helps guests achieve revitalization and rejuvenation through mineral waters and a comprehensive guest experience.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Murrieta, California
Founded
N/A
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Simplify's Take
What believers are saying
- 2026 national recognition strengthens brand credibility and supports higher day-pass demand.
- CauseMedic partnership in July 2026 adds fresh spa programming and ancillary revenue.
- Engineering award recognition in February 2026 validates the redevelopment and improves employer branding.
What critics are saying
- June 2025 class action alleges wage, meal, and rest-break violations at Murrieta Hot Springs Resort, LP.
- California hospitality labor claims raise settlement and compliance costs through 2026.
- Luxury hot-springs competition from Glen Ivy pressures pricing, occupancy, and repeat visitation.
What makes Murrieta Hot Springs Resort unique
- 46-acre geothermal destination with over 50 pools and a restored historic bathhouse.
- Olympus reopened the 1902 property in February 2024 after an 18-month renovation.
- Murrieta won 2026 USA TODAY 10Best rankings for Best Hot Springs and Best Spa Resort.
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Benefits
- Gym Membership
- Employee Discounts