Front Office Representative: Full-Time
4 weeks ago
As a Front Office Agent at Rancho Valencia Resort, you will be the face of our resort, providing exceptional guest service and ensuring a memorable stay for our guests. Your role will involve working closely with all departments to exceed guest expectations and promote our resort's notoriety.
Key Responsibilities:
- Provide a high level of service to guests, anticipating their needs and exceeding their expectations.
- Work closely with the guest service team to achieve flawless guest experiences.
- Coordinate with Housekeeping and Room Service departments to ensure timely fulfillment of check-in and check-out procedures.
- Handle guest inquiries and resolve problems using good judgment.
- 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 welcome packets, welcome notes, letters, and itineraries daily for upcoming arrivals.
- Direct and follow up on all faxes, packages, letters, 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 cash out reports and balance your bank daily.
- Promote good inter-departmental relationships to assist in the daily coordination 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 participate in Safety Programs and abide by all injury reporting and safety behavior requirements.
- Participate in and support hotel efforts towards community service, sustainability, and environmental initiatives.
Requirements:
- 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.
Skills:
- 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 projects through completely.
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