Guest Services Agent

Department Summary

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.

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.