Front Desk Agent

About the role

Nestled in the heart of Sonoma and mere steps from the unique charm and history of its Plaza, The Lodge brings this enchanting town to life in an authentic and nuanced way. Hand-crafted touches pay homage to centuries of local craftspeople. Programming emphasizes the process, resulting in a deeper appreciation for the finished product — be it wine, art, or olive oil. Welcoming associates display pride and love for the region…a sentiment that is all but infectious. And tightly woven community connections ensure our Sonoma resort guests feel like locals, and locals feel like friends.

Responsibilities

• Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet and complete established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guest satisfaction and room assignment as requested.
• Facilitate guest departure (check-out) on a daily basis by following established manual and computer procedures to close guest accounts and prepare rooms for the next guest.
• Regularly calculate and/or post monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures to present timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and using suggestive selling techniques to sell room nights, increase occupancy, and revenue.
• Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
• Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls, and paging guests to provide timely and efficient service.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful, and courteous demeanor at all times.

Requirements

• High School diploma or equivalent.
• High school graduate-level mathematical aptitude, knowledge of standard cash handling procedures, and experience with computerized cash register systems.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Highly organized with the ability to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands

• Must be able to read written communiques and a monochrome computer screen.
• Able to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Able to understand and follow verbal/written instructions, work on more than one task at a time, and communicate both verbally and in writing.
• 90% of shift is spent standing.
• Repeated bending and kneeling required while filing.
• Must be able to reach all areas of the hotel to assist clients.
• Occasional carrying and lifting of files and office items up to 25 lbs.

Work Environment

Prolonged standing at an indoor, thermostatically climate-controlled work station under fluorescent lighting. Work inside 95% of the time.

Pay

USD $25.44 per hour.