What are the responsibilities and job description for the Front Office Agent: Full-Time position at Rancho Valencia Resort & Spa?
Job Type
Full-time
Description
SUMMARY
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. Full-service Hotel or Resort experience preferred.
ESSENTIAL FUNCTIONS
- 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 guest service team 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.
Requirements
QUALIFICATIONS
Required
Desirable
SKILLS
Required
Desirable
PHYSICAL DEMANDS
Salary Description
20 per Hour upselling Incentives
Salary : $20
