Concierge Agent Front Desk

Farmhouse Inn Company LLC•Forest Hills, CA

138d•$21 - $25

About The Position

The Front Desk Agent serves as the first and last impression for guests of Farmhouse Inn, delivering exceptional, personalized service that reflects the property's luxury standards and commitment to genuine hospitality. The position welcomes guests, manages arrivals and departures, handles reservations, responds to guest requests, and supports a seamless guest experience throughout each stay. The ideal candidate is warm, professional, detail-oriented, and passionate about creating memorable guest experiences while embodying Farmhouse Inn's values and culture. The role includes guest check-in and check-out, responding to inquiries and concerns, providing information about property amenities and local attractions, and coordinating special requests and guest preferences. It also supports front desk operations, including room assignments, billing, payments, guest accounts, documentation, and communication with hotel departments. The agent assists with reservations and modifications, promotes property offerings, and follows hotel standards for guest confidentiality, cash handling, security, and safety. Farmhouse Inn is a luxury hospitality environment where exceptional guest service is expected at all times. Team members are expected to maintain a polished appearance, uphold luxury service standards, and contribute positively to a collaborative workplace culture. Every team member is responsible for creating memorable experiences through authentic hospitality, attention to detail, and personalized service.

Requirements

High school diploma or equivalent required.
Exceptional guest service and interpersonal skills.
Professional verbal and written communication abilities.
Ability to remain calm and professional in a fast-paced environment.
Strong organizational and multitasking skills.
Basic mathematical and cash-handling skills.
Ability to resolve guest concerns with professionalism and empathy.
Proficiency with Microsoft Office and hotel management software.
Ability to work independently and collaboratively as part of a team.
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to bend, reach, kneel, and perform repetitive motions.
Ability to work evenings, weekends, holidays, and varied schedules as business needs require.

Nice To Haves

Previous luxury hotel, resort, hospitality, or customer service experience preferred.
Experience with hotel property management systems preferred.
Luxury hospitality experience strongly preferred.

Responsibilities

Welcome guests with professionalism, warmth, and genuine hospitality.
Complete guest check-in and check-out procedures accurately and efficiently.
Anticipate guest needs and provide personalized service recommendations.
Respond promptly to guest inquiries, requests, and concerns, ensuring guest satisfaction.
Provide information about resort amenities, dining, spa services, winery experiences, local attractions, and transportation.
Coordinate special requests, VIP arrivals, celebrations, and guest preferences.
Maintain knowledge of property offerings and local area attractions.
Process room assignments, room changes, and billing adjustments.
Verify guest information and payment methods according to company standards.
Manage room inventory and communicate room status with Housekeeping and Maintenance.
Handle cash, credit card transactions, and guest folios accurately.
Balance and reconcile guest accounts at the end of each shift.
Maintain accurate records and documentation in the Property Management System (PMS).
Serve as a liaison between guests and hotel departments.
Communicate guest needs and special requests to appropriate departments.
Coordinate with Housekeeping, Engineering, Food & Beverage, Spa, and Management teams to support service delivery.
Participate in daily shift briefings and communicate operational updates.
Assist with reservation inquiries and modifications.
Promote and upsell guest rooms, packages, dining experiences, spa services, and other property amenities.
Maintain knowledge of current promotions and offerings.
Support revenue generation through guest engagement and suggestive selling.
Follow hotel policies, procedures, and service standards.
Maintain guest confidentiality and protect sensitive information.
Adhere to cash-handling, security, and safety procedures.
Ensure compliance with company standards, local regulations, and hospitality best practices.
Maintain a polished appearance, uphold luxury service standards, and contribute to a collaborative workplace.