Guest Service Agent

Auberge Collection•Rutherford, CA

5h•$23 - $25•Onsite

About The Position

Auberge du Soleil is the flagship location of the Auberge Collection, known for its attentive yet unobtrusive service and commitment to ensuring a perfect guest stay. As a member of Relais & Châteaux, an international association of elite independent hotels and restaurants, Auberge du Soleil offers employees a challenging, fun working environment amidst the stunning beauty of the Napa Valley hillside, along with competitive pay and benefits. The Guest Service Agent role is dynamic, requiring a passion for hospitality and impeccable customer service. This position serves as the first point of contact for guests, playing a key role in creating a seamless and memorable arrival and departure experience. Responsibilities include delivering exceptional service according to Auberge Collection standards, managing guest check-in and check-out, handling guest communications, and responding to inquiries and requests. Additionally, the Guest Service Agent operates the resort’s communication systems, ensuring all guest calls, messages, and requests are handled promptly, professionally, and accurately. This role demands strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced luxury hospitality environment.

Requirements

One year experience at a hotel
Able to work on a flexible schedule, including weekends and holidays, according to department needs
Great communication skills
Confidence and ability to perform under pressure

Nice To Haves

Experience at a luxury hospitality property
Superior professional appearance and manner, good character to work on a fast-paced team

Responsibilities

Ensure the guest experience meets or exceeds all Auberge Collection quality and service standards from arrival through departure.
Welcome guests warmly and perform efficient check-in and check-out procedures.
Prepare necessary arrival documentation including registration cards, restaurant reservations, spa appointments, and other confirmations to support a smooth arrival experience.
Accurately record guest preferences and special requests within the property management system and communicate them to appropriate departments.
Escort guests when appropriate and provide clear directions to guest rooms, restaurants, spa facilities, and other resort amenities.
Respond promptly and tactfully to guest questions, concerns, or service recovery situations.
Ensure billing arrangements are handled accurately in accordance with hotel policies and procedures.
Maintain a clean, organized, and professional front desk workspace.
Answer and direct all incoming calls in a courteous and efficient manner while maintaining professional telephone etiquette.
Serve as a central communication point for the resort, connecting guests with the appropriate departments and team members.
Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
Schedule and execute wake-up calls as requested by guests.
Respond to guest inquiries via phone and messaging platforms with clear, prompt, and professional communication.
Act as an ambassador of the resort by providing information about property amenities, dining experiences, spa services, activities, and local attractions.
Assist guests with reservations, transportation arrangements, and general inquiries.
Maintain thorough knowledge of all resort facilities and services in order to anticipate guest needs and actively promote resort offerings.
Handle the receipt, logging, and coordination of guest packages and mail deliveries.
Maintain accurate records of packages including tracking numbers, delivery dates, and recipient information.
Communicate with housekeeping, engineering, concierge, and other departments to ensure timely completion of guest requests.
Report operational irregularities, guest concerns, or discrepancies to the Manager on Duty and record them in the departmental logbook.
Remain knowledgeable of all resort emergency procedures and act as a communication point during emergencies.
Respond to urgent situations calmly and efficiently while following established safety protocols.