Concierge Agent Front Desk

Job Description

Job Description

Description:

Position Summary

The Front Desk Agent serves as the first and last impression for guests of Farmhouse Inn, delivering exceptional, personalized service that reflects the property's luxury standards and commitment to genuine hospitality. This position is responsible for welcoming guests, managing arrivals and departures, handling reservations, responding to guest requests, and ensuring a seamless guest experience throughout the stay.

The ideal candidate is warm, professional, detail-oriented, and passionate about creating memorable experiences for guests while embodying the values and culture of Farmhouse Inn.

Essential Duties and Responsibilities

Guest Service & Experience

• Welcome guests with professionalism, warmth, and genuine hospitality.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Anticipate guest needs and proactively provide personalized service recommendations.
• Respond promptly to guest inquiries, requests, and concerns while ensuring complete satisfaction.
• Provide information regarding resort amenities, dining experiences, spa services, winery experiences, local attractions, and transportation options.
• Coordinate special requests, VIP arrivals, celebrations, and guest preferences.
• Maintain knowledge of all property offerings and local area attractions.

Front Desk Operations

• Process room assignments, room changes, and billing adjustments.
• Verify guest information and payment methods according to company standards.
• Manage room inventory and communicate effectively with Housekeeping and Maintenance regarding room status.
• Handle cash, credit card transactions, and guest folios accurately.
• Ensure all guest accounts are balanced and reconciled at the end of each shift.
• Maintain accurate records and documentation within the Property Management System (PMS).

Communication & Coordination

• Serve as a liaison between guests and hotel departments.
• Communicate guest needs and special requests to appropriate departments.
• Coordinate with Housekeeping, Engineering, Food & Beverage, Spa, and Management teams to ensure exceptional service delivery.
• Participate in daily shift briefings and communicate important operational updates.

Reservations & Sales Support

• Assist with reservation inquiries and modifications.
• Promote and upsell guest rooms, packages, dining experiences, spa services, and other property amenities.
• Maintain knowledge of current promotions and offerings.
• Support revenue generation through effective guest engagement and suggestive selling.

Safety & Compliance

• Follow all hotel policies, procedures, and service standards.
• Maintain guest confidentiality and protect sensitive information.
• Adhere to all cash-handling, security, and safety procedures.
• Ensure compliance with company standards, local regulations, and hospitality best practices.

Qualifications

Education & Experience

• High school diploma or equivalent required.
• Previous luxury hotel, resort, hospitality, or customer service experience preferred.
• Experience with hotel property management systems preferred.
• Luxury hospitality experience strongly preferred.

Knowledge, Skills & Abilities

• Exceptional guest service and interpersonal skills.
• Professional verbal and written communication abilities.
• Ability to remain calm and professional in a fast-paced environment.
• Strong organizational and multitasking skills.
• Basic mathematical and cash-handling skills.
• Ability to resolve guest concerns with professionalism and empathy.
• Proficiency with Microsoft Office and hotel management software.
• Ability to work independently and collaboratively as part of a team.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to bend, reach, kneel, and perform repetitive motions.
• Ability to work evenings, weekends, holidays, and varied schedules as business needs require.

Work Environment

Farmhouse Inn is a luxury hospitality environment where exceptional guest service is expected at all times. Team members are expected to maintain a polished appearance, uphold luxury service standards, and contribute positively to a collaborative workplace culture.

Core Competencies

• Guest Focus
• Professionalism
• Attention to Detail
• Communication
• Teamwork
• Problem Solving
• Adaptability
• Accountability
• Luxury Service Mindset
• Initiative

Farmhouse Inn Service Commitment

Every team member is responsible for creating memorable experiences that exceed guest expectations through authentic hospitality, attention to detail, and personalized service that reflects the unique character and luxury standards of Farmhouse Inn.