Front Office Agent
Job in
Rancho Santa Fe, San Diego County, California, 92067, USA
Listing for:
Rancho Valencia Resort
Full Time
position
Listed on 2026-01-24
Job specializations:
-
Hospitality / Hotel / Catering
Guest Services, Hotel Front Desk, Hospitality & Tourism
Job Description & How to Apply Below
Location: Rancho Santa FeJob Type
Full-time
Description
Summary Represent the resort to the guests throughout their stay by working with all departments to ensure guest satisfaction and exceed their expectation. Greet guests with an enthusiastic approach and helpful manner. Assist and anticipate guests’ needs in order to make their stay memorable, provide a high level of service and promote Rancho Valencia notoriety.
Essential Functions
Promote an excellent personal rapport with resort guestsProvide a high degree of effective guest recognitionAnswer all phone promptly and handle all inquiries in a courteous and professional manner.Be available to assist guests with all requests in a timely mannerChecking each arrival and departure daily, and follow up with any special request, special occasion, dietary needs and packages to create the ultimate experience.Review billing dailyTo work closely with the Bellman Department to achieve flawless guest experienceCo-ordinate with Housekeeping and Room Service departments to assure the timely fulfillment of check-in and check-out proceduresEnsure that guests comments, questions, concerns are handled in a timely manner to exceed guest expectationsFollow up with Guest Services emailsIssue and process Gift Cards as requestedMaintain a positive and upbeat attitude approach throughout your scheduled shift.Be familiar with and operate the Springer Miller Systems computer in all operations such as check in, check out, billing procedures and reservations.Be knowledgeable regarding our rates and packagesPerform Pre-arrival calls to all Leisure guests and groups as needed including transportation, dining, spa, tennis, fitness, activities and special occasionsOrganize and maintain a comprehensive program of updated materials of dining choices and appropriate activities for our clientele. Such material should be available at all times.Recommend, plan schedules, make reservations for guests and enter all itineraries in Concierge Assistant and SMS in order to be accessible by all Front Office TeamDevelop relationships with restaurants and activity owners to ensure exemplary service for our guests when we recommend their establishmentsAssist guests with Concierge inquiries and follow throughPromote all services and activities offered at the resort such as F&B outlets, Spa, Fitness and Tennis.Be familiar with the resort surroundings and San Diego areaPrepare all Welcome packets, Welcome notes, letters and itineraries daily for upcoming arrivals.Direct and follow up on all faxes, packages, letter, and messagesComplete correspondence dailyEnsure that Guest History and Profiles are kept up to dateReport any problems to the manager on duty in a timely manner.Handle accurately cash out reports and balance your bank daily.Promote good inter-departmental relationships in order to assist in the daily co-ordination of services.Be aware of the Hotel’s 2-way radio system and follow the radio etiquette at all times.Maintain and balance personal bank dailyComplete all daily tasks in a timely manner during each shiftFacilitate flexible schedules as well as weekends and holidaysAttend all meetings as requestedMaintain complete knowledge and comply with all Hotel and departmental policies and proceduresFollow safe job practices and maintain a neat and clean work environment.Actively participates in Safety Programs and abides by all injury reporting and safety behavior requirements.Participates in and supports hotel efforts towards community service, sustainability and environmental initiatives.Perform other duties as directed, developed or assigned.Requirements Qualifications
Required
Strong customer service experience preferably in an upscale hotel or resort environment.Computer literate, knowledge of Word and ExcelAbility to clearly and pleasantly communicate both written and verballyin EnglishAbility to perform basic mathematical computations.Ability to communicate in English with vendors, guests and staff, to their understanding.Desirable
Ability to communicate in other languages.Previous experience in HospitalityBasic Food and Beverage knowledgeSkills
Required
Ability to provide clear and pleasant telephone communication to all callersAbility to focus on guests needs, remaining calm and courteousAbility to resolve problems using good judgmentAbility to prioritize and organize work assignments and follow upAbility to focus attention on detailsAbility to maintain discretion and confidentiality of all guests and pertinent hotel information.Ability to work without direct supervisionAbility to work cohesively with other departments as part of a teamMust be able to handle many tasks at the same time and exhibit initiative to see project through completely.Desirable
To demonstrate an outgoing personalityAbility to work without direct supervisionPhysical Demands
Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform…
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