Front Desk Agent

Four Seasons Hotels and Resorts•Lee's Summit, MO

3d•$27

About The Position

Four Seasons Resort and Residences Napa Valley is seeking candidates with previous front desk experience. The Front Desk Agent welcomes and registers hotel guests while following Benchmark Standards and establishing method of payment. Agent also checks guest out of the hotel while preparing their bill and seeking feedback. Agents will assess each guests’ needs and requests and add personal touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Requirements

Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services
Strong written and oral presentation skills.
Ability to multi-task in a high volume and demanding environment.
Strong computer skills.
Strong problem solving skills, ability to handle difficult situations and guests.
This position is not eligible for work sponsorship/visa. Candidates must possess valid US work authorization.

Nice To Haves

Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.
Previous sales experience (upselling), highly desirable.

Responsibilities

Checks in guest in an efficient and friendly manner, using guest name whenever possible.
Assures that guest is assigned type of room requested and the correct rate is charged.
Arranges for luggage to be delivered to guest room.
Issues correct keys to the guest.
Checks out guest at end of stay.
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.
Settles bill accurately through credit card or cash transaction.
Maintains a balanced bank assigned by the hotel.
Makes change, cashes checks, and exchanges foreign currency.
Reconciles all transactions at the close of each shift.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person, phone, FS Chat and by email.
Utilizes a variety of computer systems to check guests in and out, run daily reports, input guest reservations and select and block rooms for arriving guests.
Communicate with internal personnel and departments via radio, Hotsos and phones.
Chat guests via messenger application and utilize Four Seasons guest recognition program.
Assist with Concierge services including but not limited to Wine Tastings, Dining Reservations and Transportation and processing guest packages and mail.
Works harmoniously and professionally with co-workers and supervisors.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
Can answer guest calls and direct them appropriately in the absence of a ResComm Agent.
Assists with responsibilities and duties in the absence of or due to heavy volume in areas of Guest Services, lobby coverage and phone coverage for ResComm.
Provides basic trouble-shooting support for in-room services such as internet, TV movies, games and Web service.
Works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests.
Perform other tasks or projects as assigned by management.