Front Desk Agent

Timber Cove Resort

Perched on a cliff overlooking the coast where the Russian River meets the Pacific Ocean rests the charming Timber Cove Resort. This North Sonoma Coast destination offers one of the most extraordinary views of the Pacific Ocean and Cove. The hotel features 46 freshly designed guest rooms, including eight premium suites, which offer a variety of breathtaking ocean views and sunrise or sunset backdrops. All guest rooms feature amenities such as Crosley LP record players, minibar, coffee with a tea kettle, natural eco-friendly LATHER toiletry products. In addition, the suites feature large soaking tubs. The resort also features Coast Kitchen, an ocean-view restaurant. When you stay with Timber Cove Resort, you're just a short drive from Bodega Bay and a myriad of incredible area activities. Kayak or canoe down the Russian River, head to Goat Rock Beach for surfing or swimming, enjoy an afternoon at a nearby golf course, or go on a wine tasting tour!

Position Overview

The front desk agent at the Timber Cove Resort facilitates guest arrivals and departures, answer inquiries and provide information on the hotel and local area. They offer a friendly, professional face to the guests and act as a representation of the property itself. ManagerThis position reports directly to the Front Desk Supervisor. Supervisory ResponsibilityThis position does not have any supervisory duties. Responsibilities

• Interact with Guests
• Always smile when you greet customers and offer assistance.
• Maintain a positive, hospitable demeanor – you are a representation of the hotel!
• Answer all phone calls received at the front desk and direct to other hotel departments as requested or answer any inquiries.
• Know the area, points of interest, and prepare yourself to answer questions such as restaurant recommendations, etc.
• Gather all information from guests when booking a reservation, including contact information, credit card information. Handle cash and/or credit card payments appropriately. Advise guests of all fees when booking a reservation. Refer to the appropriate standard operating procedure (SOP) for further details.
• Complete and initial all registration forms, and obtain the guest’s signature as well.
• Confirm with any guests checking in that their pet is 30 pounds or less.
• Receive any early check-in and late check-out requests and check the system to confirm availability for the guest. Follow up with the guest to ensure that they have received confirmation if their request can be accommodated.
• Perform Administrative Duties
• Review the “FOR ALL” email at the start of shift to be updated on all outstanding items – be sure to label the email as “unread” before closing out.
• Check voicemail, fax and email frequently during each shift.
• Use the computer and internet, and hotel telephones, strictly for work purposes. Personal use it not permitted on hotel property and equipment.
• Provide information on gift certificates to guests who inquire. Contact the General Manager for more information on gift certificates.
• Maintain a grasp of the hotel reservation booking program.
• Remain updated on all front desk related standard operating procedures (SOPs).
• Participate in employee performance reviews, which occur every six (6) months.
• Maintain the balance in the cash box at the front desk and advise the Comptroller is the balance does not match the records.
• Confirm that all credit card imprints are legible and must match name on the registration/reservation. Make sure that the date on the credit card machine is correct.
• Unflag emails that have been addressed, and ensure that all email confirmations are sent.
• Review deliveries that arrive during the shift and sign if approved – if unsure, contact the General Manager.
• Conduct Shift Transitions & Closeouts
• Submit an “End of Shift” email to the General Manager at the conclusion of the shift, detailing the following:
• Tasks completed during shift
• Issues or Emergencies that occurred during shift and their current status
• Reservations confirmed during shift
• Discuss “End of Shift” email with the front desk staff member taking over the front desk, addressing any questions that they may have as a result of your report.
• Handle Emergencies & Complaints
• Refer any hotel room rate adjustments requests to the Comptroller to address for the guest. Follow up with Comptroller to ensure that it is completed and the guest has received confirmation.
• File incident reports when necessary. Refer to the standard operating procedure for more details.
• Maintain the Cleanliness and Presentation of the Immediate Area
• Review the surrounding hotel lounge, bar, area immediately outside the front doors, and bathrooms to ensure that they are kept clean. Should any areas need to be cleaned, contact housekeeping and advise them of any issues.
• Ensure that the indoor fireplace is always turned on. Review the outdoor fireplace and turn on when guests are on property – however, use personal discretion to determine when to turn the outdoor fireplace off (if no guests are present, if there is rain or poor weather, etc). If the front desk agent is unsure, please contact the General Manager.
• Ensure that any outdoor cushions are placed on the outside chairs if available – however, in the event of in climate weather, they are to be brought inside. Be alert to the weather and look after the cushions.
• Ensure that bar chairs are kept lined up at an angle, working alongside the bar staff. See General Manager for more information or to answer any questions on the set up.
• Ensure that the bathrooms are well stocked, checking the supply stock every hour.
• When vacating the desk for employee break or to assist a guest, place the “Away from the Desk” sign on the front desk so that it is visible for persons to see.
• Do not to eat at the front desk if it is avoidable – eating is strongly encouraged to take place in the kitchen. However, if the Front Desk Agent does not have back up support available, they may eat their food in the office/room adjacent to the front desk.
• Ensure that the music is on and the sound level is at an appropriate level.
• Ensure Housekeeping Issues are Addressed
• Advise housekeeping of any and all cleaning/janitorial issues in the front desk, lounge, bar, outdoor areas.
• Beware of special situations (i.e. guest vomits in the restroom) and be available to address immediately if housekeeping is unavailable. Make a decent attempt to resolve this situation.
• Ensure that housekeeping is updating the front desk team with the status of rooms being cleaned, then update appropriately in online system.
• Conduct Miscellaneous Duties
• Arrive to work promptly and on time, ready for work. Friends are not permitted to accompany staff members during work.
• Do not remove any hotel property from the site – it is prohibited and subject to immediate termination, as well as possible charges.

Requirements/Skills

• Strong verbal and written English skills, with Spanish a plus.
• Dress appropriately for the job with the required attire and/or uniform and maintain proper personal hygiene. Refer to Employee Handbook for more information.
• Work independently with general supervision; learn and interpret laws, rules, regulations, and policies and apply them to specific cases with good judgment.
• Perform analytical studies and draw sound conclusions; communicate effectively both orally and in writing.
• Maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
• Have knowledge and skills of generally accepted reception and reservation principles, Hotel policies and procedures.
• Be able to lift approximately 30 lbs of supplies when needed.

As part of your job application and the Company’s evaluation of your candidacy, the Company collects, receives, maintains, and uses the following types of Personal Information about you for the business purposes identified for each category:
CATEGORY EXAMPLES BUSINESS PURPOSE
Personal Identifiers Name, alias, postal or mailing address, email address, telephone number, social security number, driver’s license or state identification card number, passport number
1. To comply with state and federal law and regulations requiring; employers to maintain certain records;
2. To evaluate your job application and candidacy for employment;
3. To obtain and verify background check and references; and
4. To communicate with you regarding your candidacy for employment.
Pre-Hire Information Job application, resume, background check results, job interview notes, and candidate evaluation records
Employment History Information regarding prior job experience, positions held, names of prior supervisors, reference information, skills and when permitted by applicable law your salary history or expectations
Education Information, Information from resumes regarding educational history; transcripts or records of degrees, vocational certifications, licenses obtained
If you become employed by the Company, the Company will notify you of additional categories of Personal Information that it collects, receives, and maintains for business purposes'
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Work Remotely

• No

Job Type: Part-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekends as needed

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person

Salary : $18 - $22