Front Desk Agent- FT- RIV

Grand Pacific Resorts; Napa (CA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Agent to join their team. This role is essential for providing exceptional guest service, ensuring a warm and friendly atmosphere for all guests and owners. The ideal candidate will have a passion for customer service, with strong communication and organizational skills. As part of a diverse team, you will handle check-ins, answer inquiries, and resolve complaints, all while maintaining the highest standards of professionalism. If you are detail-oriented and thrive in a fast-paced environment, this is the perfect opportunity for you to grow your career in hospitality.

Qualifications

• 1+ years of related experience, preferably in hospitality.
• Detail-oriented and professional with exemplary customer service.

Responsibilities

• Check guests in and out, answering any questions they may have.
• Resolve customer complaints and problems calmly and effectively.
• Deliver guest request items to and from rooms as needed.

Skills

Customer Service

Communication Skills

Organizational Skills

Professional Telephone Etiquette

Teamwork

Education

High School Diploma or Equivalent

Job description

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Position Summary/Objective

Under the direction of the Front Desk Supervisor and/or Manager, the Front Desk Agent will be responsible for providing exceptional guest service to guests, owners, supervisors, and associates in a warm and friendly manner. The associate will work independently or in a team under little to no supervision. This position relies on good judgment to perform the functions of the job.

Primary Essential Functions

• Support and uphold the values, expectations, policies, and procedures of Grand Pacific Resorts as outlined in the Employee Handbook.
• Check guests/owners in and out of the resort, answering any questions they may have.
• Meet and exceed guest/owner expectations by providing exceptional customer service by phone or in person.
• Answer a high volume of inbound calls from guests/owners.
• Communicate effectively with guests, owners, supervisors, and associates.
• Resolve customer complaints and problems calmly and effectively.
• Obtain or confirm guest information, assign rooms, and activate and distribute keys.
• Assist guests with loading or unloading luggage, using the staircase if necessary.
• Deliver guest request items to and from rooms as needed.
• Conduct all responsibilities professionally and ethically.
• Maintain consistent, regular attendance.
• Adhere to performance standards, company policies, and procedures related to the department.

Education, Skills & Experience

The ideal candidate must be detail-oriented, thorough, and professional, consistently providing exemplary customer service.

• 1+ years of related experience, preferably in hospitality.
• Professional telephone etiquette required.
• High school diploma or equivalent.
• Excellent communication and organizational skills.
• Experience in hospitality industry (time share preferred).
• Ability to work well in a diverse team environment.

Additional Eligibility Qualifications

• Availability to work various shifts, including weekends and holidays.
• Ability to pass background check, physical exam, drug screening, and applicable skill tests.
• Ability to speak and understand English.

Physical, Environmental & Other Requirements

• Stand and/or walk for up to 8 hours.
• Sit, stoop, kneel, crouch, and crawl as needed.
• Frequently lift/move up to 10 pounds; occasionally up to 25 pounds.
• Good vision for navigating the resort facilities.

EEO Statement

Grand Pacific Resorts provides equal employment opportunities to all associates and applicants, regardless of protected status under federal, state, or local law.

Other Duties

• Perform other tasks as instructed by management.
• Be evaluated on performance and ability to meet Standards of Excellence.
• Management may revise this job description at any time.
• This description is not a contract of employment.

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Management and Hospitality
• Industry: Hospitality