Set in a picturesque vineyard within the town of Yountville, Napa Valley Lodge is a Tuscan-inspired, farmhouse-style lodge that offers a pitch-perfect mix of pristine landscaping, panoramic views and Wine Country passions.

We are seeking a Guest Services Agent/Concierge to join our outstanding team.

Our Guest Services Agents create a warm and welcoming arrival experience for our guests. They greet and register the guests, while providing prompt & courteous service. They are also responsible for closing out guest accounts upon completion of stay, in a manner that meets the hotel’s high standards of quality. They answer all internal and external telephone calls in a friendly and service-oriented manner. Additionally, they actively coordinate communication within hotel, including emergency procedures, alarms, and safety, while acting as a liaison to all appropriate local Emergency Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet guests immediately with a friendly and sincere welcome, register & assign rooms for guest, using a positive and clear voice.
• Answer all incoming telephone calls within 3 rings and announce the proper day time greeting.
• Connect all calls to the appropriate extensions.
• Provide information to the Guests regarding the hotel/lodge and our services, such as outlets, local attractions, and local restaurants. Be the Ambassador to Yountville and its surroundings.
• Complete the registration process by imputing & retrieving information. Confirm pertinent information including room rate and the number of guests.
• Code electronic keys, issue room key folder to the guest and the Mini Bar keys.
• Verify and impute credit cards for authorization.
• Adhere to all cashiering procedures: open, secure and balance out shift assigned banks to include the verification of all cash-credit card-check transactions during a given shift.
• Accept and record vouchers, travelers checks and other forms of payment.
• Assist guests with proper dialing procedures for outgoing calls.
• As often as possible, provide guest escort to their room, offering a detailed orientation of the property and their room. Offer information pertaining to available services and facilities of hotel, points of interest, and entertainment attractions.
• Initiate and track courtesy call after check-in to ensure guest is satisfied with accommodations and offer assistance with stay needs.
• Act as a dispatcher for Guest Services, Maintenance, Housekeeping and administration. Provide information in response to emergencies and guest requests, in a prompt and courteous manner.
• Answer inquiries pertaining to hotel services: registration of Guests, shopping, dining, entertainment, and travel directions.
• Transcribe complete messages and repeat information for accuracy.
• Input and retrieve guest messages as needed. Read and recite exact message to the guest.
• Retrieves mail, small packages and facsimiles for guests, as requested.
• Record and handle all wake up calls & verbally confirm requested time with guest.
• Provide information to all callers regarding the hotel and its services.
• Assist guests at check out and ascertain satisfaction and assist in resolving issues, if a problem of dissatisfaction arises.
• Fields guest complaints, conducts research and develops the most effective solutions.
• Communicate with Maintenance and other department and create work orders to dispatch work load through Alice as a priority. Using radio as a back up to an electronic request is acceptable to speed up.
• Complete shift check list and communicate items unresolved.
• Listen and extend assistance in order to resolve problems such as rate conflicts or facility issues.
• 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.
• Make restaurant, transportation or entertainment reservations and arrangements.
• Organize for Houseman (if they are available) to assist guest with luggage.
• Take over that responsibility as needed.
• Retrieves registration cards from files for each check out. Bucket checks to be performed at the end of the day to verify pertinent data.
• Make use of technology to text-setup itinerary (Alice.com) and track lost items (Ilostmystuff.com).Take responsibility for Honor self service lobby amenities (coffee-candy-wine cart-happy hour, etc ), ensure the look and set up are perfect, well supplied, and have associated product knowledge.
• 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.
• Participate in and lead continuous improvement efforts.
• Support safe work habits and a safe working environment at all times. Maintain knowledge of emergency and safety procedures.
• All other duties as assigned by Supervisor

Regular attendance in conformance with the standards is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Hotel.

Upon employment, all associates are required to fully comply with the Hotel’s rules and regulations for the safe and efficient operation of the Hotel facility.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to communicate effectively with guests and other team members, using a positive and clear speaking voice.
• Ability to apply common sense understanding to carry out detailed but uninvolved instructions written, oral or in diagram form.
• Able to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
• Ability to read and interpret documents such as Safety Rules, Operating and Maintenance Instructions, Procedure Manuals, and Written Messages.
• Ability to read, listen and communicate effectively in English both verbally and in writing.
• Able to write routine reports and correspondence.
• The ability to effectively deal with internal and external customers – some of whom will require high levels of patience, tact, and diplomacy to diffuse anger, collect accurate information, and resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system.
• Able to maintain an alert, calm, and reassuring tone of voice
• Excellent organizational skills.
• Meets the legal age requirements for the position.

EDUCATION and or EXPERIENCE

High School diploma is preferred, but any combination of education and experience equivalent to graduation from High School or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities. Prior Hospitality experience is preferred.

CERTIFICATES LICENSES AND REGISTRATIONS

None required to begin.

PHYSICAL DEMANDS

The physical demands described here are representative for those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand for long periods, walk, reach, with hands and arms, stoop, kneel, and or crouch. The associate must occasionally lift and or move up to 25 pounds

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the

The noise level in the work environment is usually moderate.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available.)

The pay scale for this position is $20.00 per hour with the position being eligible for a possible increase after 90 days.

Napa Valley Lodge is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.