Front Desk & At Your Service (AYS) Agent | Full Time

Job Description

Job Description

Reports to: Director of Front Office

Position: Full Time, Non-Exempt

The Front Desk & At Your Service (AYS) Agent serves as the first point of contact for guest's arriving at Carneros Resort & Spa, guest communications, handling calls, messages, and requests (via Alice or otherwise) with warmth, professionalism, and precision. This guest-facing, and phone-based role. It is essential that the person in this role delivers seamless service, responding to inquiries, coordinating internal communications, and ensuring each interaction reflects the resort’s luxury hospitality standards.

The ideal candidate is a poised communicator who thrives in a fast-paced environment, anticipates guest need, and creates positive, lasting impressions.

KEY RESPONSIBILITIES

Front Desk & Guest Management

• Greet guests and assist with check-in and check-out procedures.
• Provide information about the resort and local attractions.
• Handle guest requests, inquiries, and reservations.
• Manage billing and payment processes accurately.
• Coordinate with housekeeping and other departments to meet guest needs.

Guest Communication & Request Management

• Promptly answer and respond to all internal and external calls, messages, and requests via phone, text, email, or mobile application.
• Log guest request accurately into the resort’s communication system, Alice, and ensure timely follow-up
• Coordinate with departments (Housekeeping, Engineering, Bell Service, etc.) to ensure guest needs are fulfilled with urgency and care.
• Provide thoughtful service that anticipates guest needs and upholds Carneros’s Forbes-level standards,

Information & Service Support:

• Offer clear and accurate information about room features, resort amenities, local attractions, and services.
• Assist with guest technology needs, including internet access, in-room entertainment, and digital services.
• Support in-room dining calls, service requests, and guest deliveries as needed.

Professional Conduct & Standards:

• Maintain a calm, courteous, and articulate tone in all guest interactions, especially during high-volume or sensitive moments.
• Operate the phone switchboard, wake-up call system, and emergency response communications efficiently.
• Maintain a clean, organized work area and adhere to company grooming and appearance standards.
• Protect guest confidentiality and company assets in all interactions.

QUALIFICATIONS

• High school diploma or GED preferred.
• 1+ year experience in guest service, call center, or hospitality communication role preferred.
• Excellent verbal and written communication skills, including phone etiquette.
• Comfortable navigating multiple systems and communication platforms simultaneously.
• Ability to remain composed, professional, and solutions-focused in a fast-paced environment.
• A genuine desire to serve and support others with empathy and precision.

Schedule & Physical Requirements

• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Must be able to sit for extended periods and use a computer, headset, and phone systems continuously throughout the shift.
• Ability to lift up to 15 pounds occasionally for paperwork or supplies.

COMPENSATION & BENEFITS

• Competitive hourly wage
• Medical, Dental, and Vision Insurance
• Health and Dependent Care Flexible Spending Accounts
• Life Insurance, Short-Term Disability, and Long-Term Disability
• Supplemental Insurance Options
• 401(k) with employer match
• Paid Time Off (PTO) and Sick Leave