Front Desk Agent Job at Four Seasons (Calistoga)

Job Description

Four Seasons Resort and Residences Napa Valley is seeking candidates with previous front desk experience. The Front Desk Agent welcomes and registers hotel guests while following Benchmark Standards and establishing method of payment. Agent also checks guest out of the hotel while preparing their bill and seeking feedback. Agents will assess each guests’ needs and requests and add personal touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Job Responsibility

Checks in guest in an efficient and friendly manner, using guest name whenever possible
Assures that guest is assigned type of room requested and the correct rate is charged
Arranges for luggage to be delivered to guest room
Issues correct keys to the guest
Checks out guest at end of stay
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest
Settles bill accurately through credit card or cash transaction
Maintains a balanced bank assigned by the hotel
Makes change, cashes checks, and exchanges foreign currency
Reconciles all transactions at the close of each shift
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
resolves customer complaints
assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests in an accurate and timely manner
Interactions with guest will be in person, phone, FS Chat and by email
Utilizes a variety of computer systems to check guests in and out, run daily reports, input guest reservations and select and block rooms for arriving guests
Communicate with internal personnel and departments via radio, Hotsos and phones
Chat guests via messenger application and utilize Four Seasons guest recognition program
Assist with Concierge services including but not limited to Wine Tastings, Dining Reservations and Transportation and processing guest packages and mail
Works harmoniously and professionally with co-workers and supervisors
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff
Can answer guest calls and direct them appropriately in the absence of a ResComm Agent
Assists with responsibilities and duties in the absence of or due to heavy volume in areas of Guest Services, lobby coverage and phone coverage for ResComm
Provides basic trouble-shooting support for in-room services such as internet, TV movies, games and Web service
Works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests
Perform other tasks or projects as assigned by management

Requirements

Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services
Knowledge of Napa Valley and surrounding areas, highly desirable, however not required
Strong written and oral presentation skills
Ability to multi-task in a high volume and demanding environment
Strong computer skills
Previous sales experience (upselling), highly desirable
Strong problem solving skills, ability to handle difficult situations and guests
This position is not eligible for work sponsorship/visa. Candidates must possess valid US work authorization.

Nice to have

Knowledge of Napa Valley and surrounding areas
Previous sales experience (upselling)

What we offer

Competitive Salary & Benefits
Cigna medical and dental benefit options effective after 30 days of employment
8 weeks of New Parental Leave Pay after 1 year of employment
Excellent Training and Development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary Employee Meals
401k Retirement Plans

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