Front Office Agent - Full Time / Part Time

Rancho Valencia Resort & Spa; Rancho Santa Fe (CA); On-site; USD 45,000 - 57,000; Full time

Job summary

Rancho Valencia Resort & Spa in Rancho Santa Fe, CA seeks a guest services professional to represent the resort and ensure guest satisfaction throughout their stay. You will greet guests warmly, coordinate with departments, handle inquiries, assist with requests, and help create memorable experiences, including managing check-in/out and billing.

The ideal candidate has strong customer service, excellent communication, and the ability to multitask in a upscale hotel environment.

Qualifications

• 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 communicate in English with vendors, guests and staff, to their understanding.

Responsibilities

• 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 Bellman Department to achieve flawless guest experience.
• Coordinate 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.
• Perform other duties as directed, developed or assigned.

Skills

Customer service

Communication

Multitasking

Phone etiquette

Tools

MS Word

MS Excel

Job description

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.

ESSENTIAL FUNCTIONS

1. Promote an excellent personal rapport with resort guests
2. Provide a high degree of effective guest recognition
3. Answer all phone promptly and handle all inquiries in a courteous and professional manner.
4. Be available to assist guests with all requests in a timely manner
5. Checking each arrival and departure daily, and follow up with any special request, special occasion, dietary needs and packages to create the ultimate experience.
6. Review billing daily
7. To work closely with the Bellman Department to achieve flawless guest experience
8. Co-ordinate with Housekeeping and Room Service departments to assure the timely fulfillment of check-in and check-out procedures
9. Ensure that guests comments, questions, concerns are handled in a timely manner to exceed guest expectations
10. Follow up with Guest Services emails
11. Issue and process Gift Cards as requested
12. Maintain a positive and upbeat attitude approach throughout your scheduled shift.
...
13. Perform other duties as directed, developed or assigned.

Requirements

QUALIFICATIONS

Required

1. Strong customer service experience preferably in an upscale hotel or resort environment.
2. Computer literate, knowledge of Word and Excel
3. Ability to clearly and pleasantly communicate both written and verbally
4. in English
...
5. Ability to communicate in English with vendors, guests and staff, to their understanding.

Desirable

1. Ability to communicate in other languages.
...
2. Basic Food and Beverage knowledge

SKILLS

Required

1. Ability to provide clear and pleasant telephone communication to all callers
...
2. Must be able to handle many tasks at the same time and exhibit initiative to see project through completely.

Desirable

1. To demonstrate an outgoing personality
2. Ability to work without direct supervision

PHYSICAL DEMANDS

1. 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.
...
2. 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.