Front Office Agent

About the role

We invite you to join the world of luxury hospitality at Fairmont Sonoma Mission Inn & Spa as our new Front Office Agent. In this role you’ll be responsible for greeting and registering guests, providing prompt and courteous service, and maintaining/closing out guest accounts while standing at the Front Desk, utilizing a computer, to meet the Sonoma Mission Inn’s high standard of quality. Fairmont Sonoma Mission Inn & Spa is an elegant Spanish mission‑style inn located in the heart of Wine Country, offering exceptional accommodation and a community of service professionals dedicated to welcoming, connecting and serving guests.

Responsibilities

• Consistently offer professional, friendly, and engaging service
• Greet, welcome and farewell guests pleasantly and professionally
• Complete the registration process by accurately verifying, inputting, and retrieving information
• Promptly answer the telephone and respond to all guests inquiries with accurate information
• Be familiar with SMI, all the facilities and services offered
• Be timely, accurate and courteous during all interaction with guests
• Maintain current and correct posting of all charges
• Close guest accounts at time of checkout with assertion and satisfaction and, in the event of dissatisfaction, negotiate compromise
• Be knowledgeable regarding all guestrooms and suites
• Perform each Front Desk procedure accurately, consistently and completely
• Become familiar with daily events, times and locations within the hotel
• Become knowledgeable of hotel outlets and services offered, including hours of operation
• Work closely with bell staff to ensure smooth arrival and departure of guests
• Keep uniform neat and clean and be well groomed in accordance with SMI policy
• Be punctual and have excellent attendance
• Be safety conscious
• Take good care of hotel and guest property
• Perform cashier audit completely and accurately
• Adhere to cash activity and house bank agreement
• Handle guest requests, inquiries and complaints in a pleasant, professional and accommodating manner
• Cover Royal Service Shifts as needed
• Perform other duties as assigned

Qualifications

• Customer service experience a benefit
• Guest service skills, good communication skills, and memorization skills
• Computer knowledge
• Cash handling
• Strong Inner Personal Skills
• Ability to handle difficult/pressure situations calmly
• Cash Handling and basic accounting principles
• Strong guest service orientation
• Problem solving skills
• Multi‑task orientated
• Excellent computer skills
• Projects positive, healthful and happy image
• High School Diploma or equivalent
• Experience with working with a diverse guest population
• Basic computer skills
• Cash handling experience
• Basic accounting principles
• High