Guest Service Agent

Benefits Paid Time Off - Including Vacation, Sick and Mental Health Time Off 401(k) w/ company discretionary match Flexible Spending Account Employee Assistance Program – 6 free counseling sessions annually for you and your household members Employee Dining and Wine Discounts Daily Family Meal Customized Educational Opportunities Opportunity for Advancement within the Vertice Portfolio Uniform Compensation Pay range: $22.00 - $26.00/hour + tips Medical, Dental, Vision Plans Responsibilities Under the direction of the Director of Inn Operations, the Front Desk & Guest Experience Specialist serves as the primary point of contact for guests throughout their stay at The Selvedge, A SingleThread Inn. This role is responsible for delivering exceptional, personalized hospitality from arrival through departure, ensuring every guest experiences the warmth, attention to detail, and genuine care that define The Selvedge. The Front Desk & Guest Experience Specialist coordinates guest arrivals and departures, provides concierge services, manages reservations and guest communications, and works collaboratively with Housekeeping, Culinary, and Beverage teams to create seamless and memorable experiences. Guest Experience Welcome guests with warmth, professionalism, and genuine hospitality. Manage guest arrivals, departures, and room assignments while ensuring a seamless check-in and check-out experience. Anticipate guest needs and personalize each stay through thoughtful service and attention to detail. Respond promptly and professionally to guest questions, requests, concerns, and special accommodations. Build meaningful relationships with guests to create memorable and lasting impressions. Concierge Services Serve as the property's concierge by providing recommendations and arranging local experiences, including wineries, restaurants, transportation, outdoor activities, shopping, and cultural attractions. Coordinate reservations, transportation, spa appointments, and other guest requests. Maintain extensive knowledge of Sonoma County and surrounding Wine Country experiences. Assist with celebrating special occasions by coordinating amenities and personalized touches. Reservations & Administrative Responsibilities Manage reservations, guest profiles, and daily arrival and departure reports. Process guest payments, billing adjustments, and daily transactions accurately. Answer phone calls, emails, and guest inquiries promptly and professionally. Maintain accurate guest records while ensuring confidentiality and data privacy. Utilize the property's reservation and property management systems efficiently. Print and customize daily breakfast menus to reflect guest’s dietary restrictions and allergies, working with the culinary team to ensure menus are accurately updated to relevant seasonal menu changes. Craft personal moments for guests through the creation of name cards, celebration cards, and other notes of personalization that make their stay special. Work with the Inn Manager to run and submit daily reports to the needed teams, such as a dietary report to culinary, a check-in report to housekeeping, and a weekly report for service teams. Property Coordination Communicate guest preferences, special requests, and operational updates with Housekeeping, Culinary, Beverage, and Leadership teams. Coordinate room readiness with Housekeeping to ensure timely arrivals. Assist in maintaining the presentation and cleanliness of guest-facing spaces. Support special events, private experiences, and property programming as needed. Be ready and prepared to get guests to and from hotels within the property group, including shuttles to and from dinner. Operational Excellence Demonstrate a Kaizen mindset by continually seeking opportunities to improve guest satisfaction and operational efficiency. Follow all company policies, procedures, and safety standards. Maintain confidentiality regarding guests, company operations, and proprietary information. Assist other departments as business needs require. Perform additional duties and responsibilities as assigned. Qualifications Minimum of one (1) year of experience in luxury hospitality, boutique hotels, guest services, concierge, or front office operations preferred. High school diploma or equivalent required. Associate's or Bachelor's degree in Hospitality Management or a related field preferred. Passion for delivering exceptional and personalized guest experiences. Excellent interpersonal, communication, and problem‑solving skills. Strong organizational and time management abilities with exceptional attention to detail. Ability to remain calm, composed, and solution-oriented in a fast‑paced environment. Strong computer proficiency, including experience with property management systems, reservation platforms, point-of-sale systems, and Microsoft Office or Google Workspace. Ability to manage multiple priorities while maintaining exceptional service standards. Knowledge of Sonoma County wineries, restaurants, outdoor recreation, and local attractions strongly preferred. Ability to work independently while collaborating effectively across departments. Availability to work mornings, evenings, weekends, holidays, and extended hours as business needs require. Environmental And/Or Physical Requirements Ability to stand and walk for extended periods throughout the workday. Ability to frequently bend, stoop, kneel, reach, and climb stairs. Ability to lift, carry, push, and pull up to 35 pounds.Ability to use computers, telephones, and other office equipment for extended periods. Ability to move throughout the property, both indoors and outdoors, to assist guests and support operations. Ability to maintain focus, professionalism, and attention to detail while managing multiple priorities. Key Competencies Take responsibility and initiative to resolve issues, always clearly communicating with leadership and team members. Be decisive, accept responsibility for making things happen, think ahead, and develop contingency plans. Be an active listener, remain present and open, provide verbal, non‑verbal, and supportive feedback, and show respect and empathy with one another. Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge to improve performance. Be flexible, responding quickly and positively to changing environments. Maintain high team focus via cooperation and support of other team members in pursuit of department goals. Be a positive role model and demonstrate the ethos of Kyle, Katina, and the management team. Core Values Integrity – Act honestly, ethically, and with accountability. Stewardship – Care for our guests, one another, our community, and our environment. Growth – Pursue continuous learning, curiosity, and improvement. Humility – Lead with respect, kindness, and a willingness to serve others. Each of the items listed is considered to be an essential function of the role. However, this list should not be construed as an exhaustive list of all the responsibilities of the position. Vertice Hospitality (“The Selvedge”, the “Company”) reserves the right to alter the duties of this role. Vertice Hospitality is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, ancestry, national origin, religion, creed, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, registered domestic partner status, pregnancy, childbirth, breastfeeding, or related medical conditions, disability (physical or mental), medical condition, genetic information, military or veteran status, reproductive health decision-making, citizenship status (where legally protected), or any other characteristic protected by applicable federal, state, or local law. Vertice Hospitality is dedicated to cultivating a diverse, equitable, and inclusive workplace where all team members are respected, valued, and empowered to contribute. We foster a culture of integrity, stewardship, growth, and humility, and are committed to continuous improvement, professional development, and creating meaningful opportunities for learning, advancement, and career growth. #J-18808-Ljbffr