Front Office Representative: Full-Time

4 weeks ago


Rancho Santa Fe, California, United States Rancho Valencia Resort Full time
Job Description

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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