Front Desk Associate

Centrally located in the heart of beautiful Sonoma, right on the corner of the lively and historic Sonoma Square, the bustling activity of the plaza and nearby shops, wine tasting rooms and art galleries provide the ideal setting for this 27-room contemporary boutique hotel. The El Dorado’s cozy indoor aesthetic extends to its lush outdoor space featuring an expansive garden patio and a secluded, solar-heated saltwater pool. We offer a unique work environment that emphasizes the personal touch for our guests and a positive, professional and healthy work environment for our employees.

We're getting ready to reopen after a remodel and are hiring a Front Desk Associate to join our team! Must be available weekends and holidays, includes AM and PM shifts.

El Dorado Hotel is part of the Mosaic Hotel Group’s luxury collection of boutique properties. Mosaic operates a portfolio of individually-branded, high-end hotels in exceptional destinations throughout the West Coast and Mexico. All employees are offered 401k and company discounts at our propietary locations. All full-time employees are eligible for PTO, medical, dental, vision, life insurance and an employee assistance program.

The Front Desk Associate is responsible for providing high quality guest service as it pertains to checking in/out of hotel guests. This is the primary point of contact for guest communications including telephone & e-mail, mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Verify guests’ registration information and take any further information required, such as identification and length of stay and take cash or process credit cards, provide the room key to the guests and guide them to their rooms and/or summon bell staff for assistance. Upon guest check out, ensure that all balances are paid and that the room key is returned.

ESSENTIAL FUNCTIONS:

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.

• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Provide gracious and efficient telephone service as it relates to general telephone services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.

• Review guest arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

• Complete all items as listed on shift checklists.

• Ensure proper credit card procedures are followed at all times to include credit card imprint and guest signature on registration slip.

• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.

• Advise guest of any messages, mail, faxes, etc. received for them.

• Communicate service and amenities of the hotel to guests.

• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

• Take, record and relay messages accurately, completely and legibly.

• Accept and record wake-up call requests.

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

• Meet with departing Front Desk Host to review business status, log-book and follow-up items.

• Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

• Keep the Front Desk as well as lobby areas clean and well organized.

• Assist with reservations calls in a professional manner.

• Legibly document maintenance needs in Front Desk log and submit to Manager.

• Develop relationships with local service providers: bonded baby-sitters, florists, beauty shops, etc.

• Complete final manual postings for all miscellaneous income departments.

• Balance all miscellaneous income departments against vouchers and property management system totals.

• Initiate Night Audit process in the Property Management system.

• Prepare next day guest reservations arrivals Check in slips.

• Prepare management reports for hotel management.

• Prepare appropriate housekeeping reports for next business day.

• Perform research on credit card charge-backs as directed by hotel management.

• Maintain the cleanliness of public areas.

REQUIRED COMPETENCIES

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.

• Ability to accurately compute and manipulate mathematical calculations.

MINIMUM QUALIFICATIONS:

• At least 6 months experience in a similar capacity.

Job Type: Full-time

Pay: $19.50 - $20.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Every weekend
• Holidays

Work setting:

• In-person

Experience:

• Guest Services/Customer Service: 1 year (Required)
• hotel Front Desk: 1 year (Preferred)

Language:

• English (Required)

Ability to Commute:

• Sonoma, CA 95476 (Required)

Ability to Relocate:

• Sonoma, CA 95476: Relocate before starting work (Required)

Work Location: In person