Front Office - Agent

Bernardus Lodge & Spa, 415 W Carmel Valley Road, Carmel Valley, California, United States of America

Posted Tuesday, December 9, 2025 at 8:00 AM

Responsible for providing superior guest service as it pertains to checking in/out our hotel guests; answering all incoming calls, reservations; daily accounting procedures; and concierge services in a gracious and professional manner.

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.

• Greets guests and checks them into resort following established procedures not limited to assuring all information is received and entered into computer, obtaining credit card for incidental expenses, issuing room keys.
• Initiate courtesy call after check-in to ensure our guest is satisfied with accommodations and offer assistance with stay needs.
• 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.
• Answers resort internal and external phone calls within three rings and provides information as needed.
• Responds to guest questions in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, resort services, and safety. During calls provide gracious and efficient telephone service.
• Anticipate guests’ needs, respond promptly and acknowledge/greets all guests, however busy and whatever time of day.
• Assist guest room reservations calls in a professional manner.
• Assist with/and coordinate transportation requests for guests.
• Bucket checks to be performed at the end of the day to verify pertinent data.
• Check-in and check-out hotel guests in a gracious, professional, and friendly manner. Offer all arriving guest a welcome beverage.
• Clean the work area at the end of the shift, ensuring all items remain in an orderly fashion. Report any office supplies that are low in stock to manager for reorder.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).
• Complete all items as listed on shift checklists including necessary paperwork; maintain files and records when needed.
• Coordinate and performs timely wake-up calls to guests upon request.
• Deliver world class guest service and build brand loyalty with each guest.
• Deliver and track any guest messages, mail, fax, amenity, laundry, etc. and runs errands as requested.
• Develop relationships with local service providers: babysitters, florists, hiking guides, transportation providers, etc.
• Document maintenance and engineering needs in the front desk log and submit to Manager at the end of the shift.
• Ensure proper credit card procedures are followed at all times to include credit card imprint, credit card authorization and guest signature on registration packets.
• Interact positively with all levels/departments of the property.
• Maintain complete knowledge at all times of: 1. Hotel amenities, services and hours of operation.
  2. Room types, room numbers, property layout and décor. 3. Room rates, special packages, promotions and restrictions.
  4. Daily hotel occupancy and expected arrivals/departures.
  5. Room availability status for any given day. 6. Scheduled daily group activities.
• Meet with departing shift to review completed and pending tasks, the day’s activities and items for follow up.
• Operate radio system following established procedures to relay in-house announcements/requests.
• Participate in and lead continuous improvement efforts.
• Performs clerical duties such as typing, proofreading, faxing and sorting mail.
• Place newspaper orders on a weekly basis, review order daily to ensure quantity is sufficient.
• Prioritize daily workload while maintaining appropriate response time.
• Provide Concierge service, obtain a fluent knowledge of top restaurants, special events, local attractions, and guest amenities.
• Provide graciousness, thoughtfulness & a sense of…