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Guest Services Representative

2 months ago

Saint Helena, United States Wine Country Inn Full time

FRONT DESK AGENT | WINE COUNTRY INN

POSITION OVERVIEW:

We are seeking a personable Front Desk Agent to deliver our renowned hospitality. From the welcoming check-in process to addressing ongoing inquiries, our Front Desk Agents are vital in ensuring an unforgettable guest experience.

KEY RESPONSIBILITIES:
  • Assist guests through the check-in/check-out procedures, including billing and confirming contact details while addressing questions throughout their stay.
  • Serve as an informed guide, ready to share insights about the hotel, amenities, and local attractions.
  • Foster a friendly and positive atmosphere to enhance interactions with colleagues and guests alike.
  • Establish memorable connections with hotel guests, adhering to our service excellence standards.
  • Bring clarity and warmth to the registration process, attentively listening to guest feedback and managing billing.
  • Handle phone calls, emails, and guest inquiries promptly and courteously.
  • Input guest data and payments into hotel management systems, such as Opera.
  • Collaborate with sales and operations teams to ensure a seamless experience for all guests.
  • Anticipate guest needs and find ways to exceed their expectations, encouraging repeat visits.
  • Maintain attention to detail, ensuring a tidy environment and assisting guests as needed.
  • Uphold established policies and procedures with professionalism.
  • Effectively relay guest requests or concerns to the Front Desk Manager, Housekeeping, or Engineering departments.
  • Conduct safety and cleanliness walkthroughs regularly.
  • Adhere to safety protocols during emergencies, ensuring guest and staff well-being.
  • Assist other departments as necessary to guarantee a smooth operation that is enjoyable for both guests and colleagues.
QUALIFICATIONS:
  • Engage positively with guests, colleagues, and vendors.
  • Enhance relationships internally and externally while ensuring superior service levels across all amenities.
  • Manage all aspects of guest registration, including introductions and assistance during check-in and check-out.
  • Handle payment processing and telecommunications efficiently, minimizing call transfers.
  • Input and retrieve guest information in Opera and other required systems.
  • Perform cashiering duties, including posting charges to accounts in Opera.
  • Work collaboratively with the reservations and sales teams to provide a seamless experience for all guests.
  • Enforce policies regarding property access and report any concerns to management immediately.
  • Adhere to company and departmental regulations, maintaining a professional appearance in line with hotel standards.
  • Communicate any guest complaints to the appropriate supervisory staff.
  • Conduct safety and security inspections throughout the property.
  • Execute necessary safety protocols during emergencies, including contacting emergency services.
  • Fulfill any other reasonable duties as assigned by management.
BENEFITS:
  • 401(k) retirement plan.
  • Medical, dental, vision, and life insurance.
  • Employee discounts at hotels and restaurants nationwide.
  • Paid Time Off and Sick Pay.
  • Holiday pay.
  • Opportunities for professional development and career advancement.
COMPANY OVERVIEW:
ABOUT US:

ARRIVE by Palisociety is part of Palisociety, a hospitality company that develops and operates distinctive hotels and residences across the country. We aim to provide thoughtful and comfortable accommodations filled with modern conveniences and warm hospitality. Founded in Los Angeles, we are committed to hiring a diverse workforce and fostering an inclusive culture. We are an E-Verify Employer.