Front Office Agent

Rancho Valencia Resort & Spa•Rancho Santa Fe, CA

3d•Onsite

About The Position

Represent the resort to the guests throughout their stay by working with all departments to ensure guest satisfaction and exceed their expectation. Greet guests with an enthusiastic approach and helpful manner. Assist and anticipate guests’ needs in order to make their stay memorable, provide a high level of service and promote Rancho Valencia notoriety.

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.

Nice To Haves

Ability to communicate in other languages.
Previous experience in Hospitality
Basic Food and Beverage knowledge
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 project through completely.
To demonstrate an outgoing personality
Ability to work without direct supervision

Responsibilities

Promote an excellent personal rapport with resort guests
Provide a high degree of effective guest recognition
Answer all phone promptly and handle all inquiries in a courteous and professional manner.
Be available to assist guests with all requests in a timely manner
Checking each arrival and departure daily, and follow up with any special request, special occasion, dietary needs and packages to create the ultimate experience.
Review billing daily
To work closely with the Bellman Department to achieve flawless guest experience
Co-ordinate with Housekeeping and Room Service departments to assure the timely fulfillment of check-in and check-out procedures
Ensure that guests comments, questions, concerns are handled in a timely manner to exceed guest expectations
Follow up with Guest Services emails
Issue and process Gift Cards as requested
Maintain a positive and upbeat attitude approach throughout your scheduled shift.
Be familiar with and operate the Springer Miller Systems computer in all operations such as check in, check out, billing procedures and reservations.
Be knowledgeable regarding our rates and packages
Perform Pre-arrival calls to all Leisure guests and groups as needed including transportation, dining, spa, tennis, fitness, activities and special occasions
Organize and maintain a comprehensive program of updated materials of dining choices and appropriate activities for our clientele. Such material should be available at all times.
Recommend, plan schedules, make reservations for guests and enter all itineraries in Concierge Assistant and SMS in order to be accessible by all Front Office Team
Develop relationships with restaurants and activity owners to ensure exemplary service for our guests when we recommend their establishments
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 all Welcome packets, Welcome notes, letters and itineraries daily for upcoming arrivals.
Direct and follow up on all faxes, packages, letter, 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 accurately cash out reports and balance your bank daily.
Promote good inter-departmental relationships in order to assist in the daily co-ordination 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 participates in Safety Programs and abides by all injury reporting and safety behavior requirements.
Participates in and supports hotel efforts towards community service, sustainability and environmental initiatives.
Perform other duties as directed, developed or assigned.