Front Desk Agent

Carter Hospitality Group Aguanga, CA 2019-07-11

JOB TITLE: Front Desk Agent


Reports to: Front Desk Supervisor/Hotel Operations Manager

ESSENTIAL PURPOSE: Provide excellent guest service to all hotel guest.

ESSENTIAL DUTIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

  • Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
  • Greet guests by name
  • Ensure that all guest feel welcomed to the property
  • Register guests and assign rooms
  • Conduct check-out processes
  • Ensure guest satisfaction by responding to guest inquiries with accurate information and positive attitude.
  • Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
  • Respond to phone calls, and retrieve guest mail, faxes and packages.
  • Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
  • Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
  • Provide constant and consistent communication with other departments and supervisor and managers in order to ensure guest satisfaction.
  • Handle cash, credit card, and other financial transactions.
  • Post charges such as room, food, liquor or telephone to ledger.
  • Compute or adjust bill, collect payment, and make changes for guest.
  • Other duties as assigned.
  • Takes PRIDE in everything we do.
  • Takes OWNERSHIP of their actions and decisions.
  • Displays LEADERSHIP in our industry and our community.
  • Acts with INTERGRITY by being honest, trustworthy and doing the right thing.
  • Displays TEAMWORK by committing to common goals based on open and honest communication.
  • Delivers EXCELLENCE to our guests, our communities and to each other.

JOB KNOWLEDGE: Previous hotel experience preferred.

SKILLS AND APTITUDES: Detail oriented. Organized and efficient. Learns quickly. Safety-minded. High quality standards for production and service. Courteous and friendly manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable.

WORKING CONDITIONS: Spends approximately equal amounts of time in/outdoors. Bi-level structures. Extensive facility. Indoor: temperature-controlled, clean, and well-lighted offices, guest rooms, and public areas. Outdoors: May be exposed to weather conditions in uncovered areas. May work on wet concrete and uneven tile. Moderate exposure to hazardous substances and fumes. Possible exposure to blood-borne pathogens.

PHYSICAL DEMANDS: Stands for a long period of time, walks short to moderate distances through shift. Bends, stoops, and reaches to perform routine job tasks.

GENERAL: Must comply with the Company’s Appearance and Dress Code policy as set forth in the Employee Handbook.

JOB CLASSIFICATION: This position is classified as non-exempt and, upon completion of the Introductory Period, the employee is eligible for the Employee Benefits outlined in the Employee Handbook. Notwithstanding the foregoing, the company reserves the right to amend, change or discontinue the policies, practices and benefits described in the handbook at any time and without notice.

NON-EXEMPT POSITION: Non-Exempt employees are subject to the wage and hour laws and entitled to overtime pay. All overtime work by a non-exempt employee must be approved in advance by the employee’s supervisor or the General Manager and the time initialed by him/her on the time card. Non-exempt employees who work overtime without prior approval are subject to disciplinary action, including termination.

AT-WILL EMPLOYMENT: The relationship between Carter Estate Winery & Resort and the employee is for an unspecific term and is considered “at will”. This means that the terms and conditions of employment may be changed, with or without cause and with or without notice, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work. No one other than the President of the Company has the authority to make any verbal or written agreements contrary to this provision and any such agreement must be put in writing and signed by the President before it is effective.

South Coast Winery Resort & Spa reserves the right to modify and update this Job Description as needed.

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