Front Desk Agent

Vintners Resort
Vintners Resort is an intimate, four-diamond, 78-room luxury boutique hotel resort and spa in Sonoma County Wine Country. On property is the nationally renowned restaurant, John Ash & Co.; The Front Room Bar & Lounge; River Vine Café and Vi La Vita Spa. Learn more about us at www.vintnersresort.com where we Celebrate Everything!
We are recruiting for an enthusiastic and experienced Front Desk Agent!
Summary: Accommodates guests of hotel by performing the following duties.

• Greets guests and checks them into hotel following established procedures including but not limited to assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.
• Responds to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
• Fulfills guests' need, ensuring their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Resolves guest problems/complaints; utilizes own best judgment in resolving issues or refers to management as needed.
• Answers hotel internal and external phone calls and provides information as needed; takes messages for hotel guests and assures receipt. Knowledge of main access roads to the hotel for directions.
• Makes and confirms reservations for future hotel guests following established procedures including but not limited to assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.
• Checks guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork.
• Maintains Front Desk area in a clean and orderly fashion.
• Possesses and maintains thorough knowledge of hotel and area's attractions.
• Completes all necessary paperwork; maintains files and records.
• Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing.
• Performs other duties as assigned by manager.

Competency:

• Problem Solving-Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management-Coordinates projects; Completes projects on time and budget.
• Technical Skills-Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions.
• Written Communication-Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork-Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Business Acumen-Understands business implications of decisions; Aligns work with strategic goals.
• Cost Consciousness-Contributes to profits and revenue ; Conserves organizational resources.
• Diversity-Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Ethics-Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment-Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing-Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Follows through on commitments.
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Quantity-Meets productivity standards; Completes work in timely manner.
• Safety and Security-Observes safety and security procedures; Reports potentially unsafe conditions ; Uses equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability-Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications:

• High school diploma or general education degree (GED); or one year related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Operational knowledge of Windows, e-mail software (preferably Outlook) and general knowledge of how to navigate the Web (for guest services such as maps/directions, information to local attractions, etc)

• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Bilingual skills a plus.

Physical Demands: While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to sit; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment: The noise level in the work environment is usually quiet.
Compensation Range: $19.00 - $22.00/hour.
Benefits: Complete benefits package and generous company discounts.

• 401(k)
• Medical, Dental and Vision Health insurance
• Vacation, Holiday and Sick Paid time off
• Generous employee discount

Schedule: Position will be a full-time position working onsite. The schedule will be variable based on business operational needs.
DISCLOSURE TO JOB APPLICANTS PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT (CCPA)
As part of your job application and the Company's evaluation of your candidacy, the Company collects, receives, maintains, and uses the following types of Personal Information about you for the business purposes identified for each category:
CATEGORY
EXAMPLES
BUSINESS PURPOSE
Personal Identifiers
Name, alias, postal or mailing address, email address, telephone number, social security number, driver's license or state identification card number, passport number
1. To comply with state and federal law and regulations requiring; employers to maintain certain records;
2. To evaluate your job application and candidacy for employment;
3. To obtain and verify background check and references; and
4. To communicate with you regarding your candidacy for employment.
Pre-Hire Information
Job application, resume, background check results, job interview notes, and candidate evaluation records
Same as above
Employment History
Information regarding prior job experience, positions held, names of prior supervisors, reference information, skills and when permitted by applicable law your salary history or expectations
Same as above
Education Information
Information from resumes regarding educational history; transcripts or records of degrees, vocational certifications, licenses obtained
Same as above
If you become employed by the Company, the Company will notify you of additional categories of Personal Information that it collects, receives, and maintains for business purposes.
Other details

• Pay Type Hourly

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