FRONT DESK AGENT

Job Description

Job Description

About our Company:

Ponte Vineyard Inn is a Four Diamond, 90 room, boutique hotel located next to Ponte Winery surrounded by 300 acres of mature vineyards and views of rolling hills. We are a short drive from most of Southern California and enjoy hosting folks who want a break from city life. Our guests visit us seeking a relaxing day or overnight stay in the country.

We have become the benchmark for great service among Temecula wineries. Our associates are dedicated to delighting guests by providing excellent hospitality and serving great wine and food in a beautiful environment.

Summary:

The Hotel Front Desk Agent will greet guests and make them feel welcome as you check them into their hotel room handling any special requests as needed. Create a memorable experience for all guests who enter the property. Act as a guest liaison providing prompt and courteous service that exceeds the guests’ expectations. Check guests out upon departure and thank them for coming and invite them back again.

Compensation: $21.95 hourly

Schedule:

• Weekends + Holidays are a must
• Hours/Days vary by hotel needs

Benefits Per Company Plan Details

• Medical, Dental, Vision
• 401k Matching Plan
• Life Insurance
• Hospital Confinement Plan
• Pet Insurance
• 3 Weeks of PTO
• 2 paid Holidays (Thanksgiving + Christmas)

*The terms and conditions associated with each Benefit are outlined in the Associate Handbook, additional documentation provided by Human Resources, or within the policies of the carriers providing the benefits*

Essential Duties and Responsibilities:

• Maintain a presence in the lobby, greet guests promptly and warmly. Direct guests appropriately and offer assistance where needed. Respond quickly to requests in a friendly and courteous manner.
• Build relationships by engaging guests in authentic, personable conversation.
• Actively sell tastings and tours, promote property features and Wine Club memberships.
• Be consistently professional in all of your communication; verbal, written and non-verbal.
• Maintain a working log with notes based on the guest’s requests and conversations in order to provide clear information and communication to other associates who can continue a seamless experience.
• Make dining reservations, procure tickets to local or hotel events and assist with travel arrangements as requested by guests.
• Register guests and assign rooms upon guest’s arrival including handling of cash and credit card transactions.
• Complete pre-registration and key packets for group arrivals, VIP and special attention guests.
• Answer telephones with a smile, take reservations, and handle messages for guests.
• Process account adjustments and check-out guests as guests depart.
• Be familiar with hotel information necessary to enhance guest satisfaction including rate structures, specials and restrictions, types of rooms and suites available, and hotel services including costs and location.
• Develop and maintain working knowledge of the local area in order to provide guests with information and suggestions about location, cost, and hours of operation of local services, facilities and points of interest.
• Be familiar with daily property events as well as area events and be able to confidently inform guests of these activities.
• Be familiar and knowledgeable with all Sundry Store merchandise including knowledge of Ponte wines and brands.
• Process guest transactions in the Sundry Store when the guest is ready to make their purchases.
• Be confident in taking the lead in any guest issues that may arise during your shift and communicate these to your Manager as needed.
• Ensure that all duties are carried out before the end of shift.
• Be familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow associates in the event of an emergency.
• Adhere to the hotel’s safety policies to ensure safety and security to associates and guests.
• Maintain cleanliness and appearance of front desk and lobby area and request assistance from Housekeeping team as needed
• Communicate with Bell staff to ensure proper and timely delivery of guests’ luggage and other amenities.
• Assist fellow associates with additional job duties as business dictates and is required.

Knowledge, Skills and Abilities:

• Must have a minimum of one year experience in a customer service position preferably in the hotel and hospitality industry.
• Must have excellent communication skills.
• Must have exceptional grooming standards that are consistent with company guidelines.
• Must be outgoing and able to approach guests and initiate conversation.
• Must be able to work in a standing position for long periods of time.
• Must have basic computer knowledge, specifically in Microsoft Word, Excel and Outlook.

Company Standards:

• Understand the Ponte Values, and Service Standards.
• Ensure the safety of guests and associates.
• Follow the environmental standards set by the Company
• Treat all associates and guests in a respectful manner.
• Exhibit integrity (honesty and truthfulness).
• Perform any other duties as required by your Manager.