Front Office Agent

Description

SUMMARY

Represent the resort to the guests throughout their stay by working with all departments to ensure guest satisfaction and exceed their expectation. Greet guests with an enthusiastic approach and helpful manner. Assist and anticipate guests’ needs in order to make their stay memorable, provide a high level of service and promote Rancho Valencia notoriety. Full-service Hotel or Resort experience preferred.

ESSENTIAL FUNCTIONS

• Promote an excellent personal rapport with resort guests
• Provide a high degree of effective guest recognition
• Answer all phone promptly and handle all inquiries in a courteous and professional manner.
• Be available to assist guests with all requests in a timely manner
• Checking each arrival and departure daily, and follow up with any special request, special occasion, dietary needs and packages to create the ultimate experience.
• Review billing daily
• To work closely with the guest service team to achieve flawless guest experience
• Co-ordinate with Housekeeping and Room Service departments to assure the timely fulfillment of check-in and check-out procedures
• Ensure that guests comments, questions, concerns are handled in a timely manner to exceed guest expectations
• Follow up with Guest Services emails
• Issue and process Gift Cards as requested
• Maintain a positive and upbeat attitude approach throughout your scheduled shift.
• Be familiar with and operate the Springer Miller Systems computer in all operations such as check in, check out, billing procedures and reservations.
• Be knowledgeable regarding our rates and packages
• Perform Pre-arrival calls to all Leisure guests and groups as needed including transportation, dining, spa, tennis, fitness, activities and special occasions
• Organize and maintain a comprehensive program of updated materials of dining choices and appropriate activities for our clientele. Such material should be available at all times.
• Recommend, plan schedules, make reservations for guests and enter all itineraries in Concierge Assistant and SMS in order to be accessible by all Front Office Team
• Develop relationships with restaurants and activity owners to ensure exemplary service for our guests when we recommend their establishments
• Assist guests with Concierge inquiries and follow through
• Promote all services and activities offered at the resort such as F&B outlets, Spa, Fitness and Tennis.
• Be familiar with the resort surroundings and San Diego area
• Prepare all Welcome packets, Welcome notes, letters and itineraries daily for upcoming arrivals.
• Direct and follow up on all faxes, packages, letter, and messages
• Complete correspondence daily
• Ensure that Guest History and Profiles are kept up to date
• Report any problems to the manager on duty in a timely manner.
• Handle accurately cash out reports and balance your bank daily.
• Promote good inter-departmental relationships in order to assist in the daily co-ordination of services.
• Be aware of the Hotel’s 2-way radio system and follow the radio etiquette at all times.
• Maintain and balance personal bank daily
• Complete all daily tasks in a timely manner during each shift
• Facilitate flexible schedules as well as weekends and holidays
• Attend all meetings as requested
• Maintain complete knowledge and comply with all Hotel and departmental policies and procedures
• Follow safe job practices and maintain a neat and clean work environment.
• Actively participates in Safety Programs and abides by all injury reporting and safety behavior requirements.
• Participates in and supports hotel efforts towards community service, sustainability and environmental initiatives.
• Perform other duties as directed, developed or assigned.

Requirements

QUALIFICATIONS

Required

• Strong customer service experience preferably in an upscale hotel or resort environment.
• Computer literate, knowledge of Word and Excel
• Ability to clearly and pleasantly communicate both written and verbally
• in English
• Ability to perform basic mathematical computations.
• Ability to communicate in English with vendors, guests and staff, to their understanding.

Desirable

• Ability to communicate in other languages.
• Previous experience in Hospitality
• Basic Food and Beverage knowledge

SKILLS

Required

• Ability to provide clear and pleasant telephone communication to all callers
• Ability to focus on guests needs, remaining calm and courteous
• Ability to resolve problems using good judgment
• Ability to prioritize and organize work assignments and follow up
• Ability to focus attention on details
• Ability to maintain discretion and confidentiality of all guests and pertinent hotel information.
• Ability to work without direct supervision
• Ability to work cohesively with other departments as part of a team
• Must be able to handle many tasks at the same time and exhibit initiative to see project through completely.

Desirable

• To demonstrate an outgoing personality
• Ability to work without direct supervision

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Occasional need to stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.