Front Desk Agent

Established in 2011, Carter Hospitality Group, LLC is a family-owned company with 4 hotels and resorts and 3 wineries across the United States. Based in Orange County, California, we manage and own luxury properties including South Coast Winery Resort & Spa, Carter Estate Winery and Resort, and Carter Creek Winery Resort & Spa, as well as the Radisson Hotel Orlando Lake Buena Vista South.

About the role

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.

Responsibilities

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals.
• Complete all items as listed on shift checklists.
• Perform bucket checks each shift to verify data as it pertains to:
  • Guest name
  • Guest address
  • Room rate
  • Date of departure
  • Number of guests in room
• Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Issue guest safety deposit boxes as requested.
• Advise guests of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take, record and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
• Accept and record wake-up call requests.
• Perform any and all duties assigned by management.

Requirements

• Previous experience working in guest service or related field (hospitality preferred).
• Must have reliable transportation.
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc).
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays.

Qualifications

• Ability to read, write and speak English (multi-lingual a plus).
• Ability to hear, understand, follow and give written and oral instructions.
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers.
• Ability to work with large groups of people, and age groups.
• Ability to plan, organize and conduct a wide variety of activities.
• Ability to work harmoniously with fellow employees and guests.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others.

Skills

• Frequent (>8 hours per day) abilities: reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending.
• Frequent (

Benefits

• Health insurance
• Paid time off
• 401(k) matching

Pay

$15.00 per hour