Front Desk Agent

Overview

The location for this job is The Setting Inn, Napa Valley.

The Front Desk Agent is friendly, hospitable and always anticipates the needs of others. This is a guest-facing role critical to the guest experience, and success of daily operations. They are the primary and often first contact for guests. They are responsible for all concierge and checking in/departure procedures. They coordinate all guest requests. Much of the position is spent planning itineraries, answering questions about the property and area before and during guest arrivals, taking reservations and performing check-ins with property tour. They are responsible for the highest level of communication on-site by bridging all departments – Concierge, Housekeeping, Management, Tasting Room, Maintenance and a.m./ p.m. shifts. They inspect guest rooms meticulously. They are responsible for closing the inn. They cover the General Manager in their absence.

The Environment

We are an intimate luxury, boutique inn with an incredible reputation for hospitality and details. We are a small team that relies on each other, positivity, kindness and hard work. We attract refined and friendly guests who come back year after year. We create special, memorable experiences for everyone.

Manager

Reports directly to the General Manager.

Requirements/Skills

Absolute passion for the guest experience with an above and beyond approach to hospitality. Is an infallible team player. Ability to always prioritize, interpret and anticipate the needs of their guests.

The necessary strengths to succeed:

- Obsessed with details.

- Warm and friendly.

- Inclusive mentality of all teammates and guests.

- Good Listener.

- Dependable and responsible.

- Adaptable.

- Organized.

- Calm and kind during all guest interactions.

- Ability to quickly offer solutions to any negative guest feedback.

- Interpret written instructions accurately.

- Critical thinking.

- Has a sense of urgency.

- High level of verbal communication – comfortable engaging in person, calling guests and knocking on doors.

- Appropriate and professional written and verbal etiquette.

- Appropriate and professional appearance.

- Can be on their feet.

- Comfortable being the only employee on property during early evening hours.

- Comfortable being alone if an emergency should occur.

- Work independently; make decisions with good judgment in the best interest of others financially and in safety matters.

- Ability to translate the needs of others and pass necessary information where it should go.

- Maintain cooperative working relationships; demonstrate sensitivity to, and respect for a diverse population.

- Have knowledge and skills of hotel policies and procedures.

Responsibilities

• Initiate guest interaction and execute requests.
• Concierge.
• Perform outreach ahead of arrivals.
• Take reservations. Make reservations for wineries, restaurants and activities.
• Charge folios. Process payments, refunds and invoices.
• Answer phones, voicemail, and emails promptly.
• Perform administrative duties such as tracking information in spreadsheets, running system reports, and coordinating shipments.
• Inspect rooms before all check-ins.
• Coordinate after-hours check-in instructions.
• Make detailed reservation notes.
• Plan amenities.
• Check guests in and out.
• Give property tours.
• Be well versed in community events and local businesses.
• Communicate with all other departments about room status throughout the day.
• Ensure Housekeeping issues are addressed.
• Inform Housekeeping of guest schedules and when they can enter rooms.
• Update room status in reservation systems.
• Maintain cleanliness and presentation of the immediate area: Lobby, guest spaces, outdoors, and public restrooms. Be available to address any housekeeping needs if they are unavailable.
• Are aware of how guests use property; take action for weather contingent needs. I.e. outdoor cushions, bicycles, umbrellas etc.
• Stock amenities and hotel supplies.
• Close property and pass communication to a.m. shift and management.
• Work with GM for other property and guest needs as they arise.

Pay: From $19.00 per hour

Benefits:

• Paid time off

Work Location: In person