Front Office - Front Desk Agent

Napa, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $20.50

Work Schedule

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

training programs

Career Development

Job Description

Pacific Hospitality Group is a premier owner/operator company committed to providing exceptional value to its investors and team members through a hands-on management approach. This family-focused organization prioritizes long-term investments that foster business growth and professional development for its employees. Their guiding principles emphasize integrity, compliance, value creation, principled entrepreneurship, customer focus, knowledge, change, humility, respect, and fulfillment, reflecting a deeply rooted commitment to ethical business practices and community engagement. The company’s vision centers on enriching people’s lives by offering memorable experiences, actively giving back to communities, and honoring their foundational values in all their endeavors.

At the heart of this opportunity is the Front Desk Agent position at the Meritage Resort and Spa, a distinguished luxury resort known for its Forbes-level hospitality standards. With an hourly wage of $20.50, this role is fundamental in delivering superior guest services and ensuring seamless daily front office operations. The Front Desk Agent is the first point of contact for guests, playing a vital role in crafting an inviting and professional atmosphere from arrival through departure. This position requires a polished hospitality professional adept at managing fast-paced environments with grace, attentiveness, and a genuine passion for creating memorable guest experiences.

The role encompasses a broad range of responsibilities, including managing guest arrivals and departures efficiently, overseeing room assignments, processing payments with accuracy, and issuing room keys. The agent anticipates and responds to guest needs by providing personalized service, offering recommendations about resort amenities and local attractions, and supporting upsell opportunities like room upgrades and exclusive resort packages—all while maintaining a courteous, guest-centered approach. The position also demands collaboration with multiple internal departments such as Housekeeping, Engineering, Security, Reservations, and Food & Beverage to ensure smooth operations and communication.

Furthermore, the Front Desk Agent is tasked with accurately maintaining guest records, adhering to cash handling procedures, and complying with company policies, PCI standards, and safety regulations. This role not only demands technical proficiency with hotel property management systems (PMS), point of sale (POS) systems, and Microsoft Office applications but also requires strong organizational skills, attention to detail, and the ability to handle guest concerns diplomatically and promptly. The role includes working flexible schedules, encompassing evenings, weekends, holidays, and peak occupancy periods. This dynamic position offers an excellent opportunity for individuals looking to thrive in luxury hospitality and contribute to a professional team environment dedicated to delivering top-tier guest experiences.

Job Requirements

Minimum 1-2 years of relevant hospitality experience preferred
Strong communication skills
Ability to handle guest concerns professionally
Experience with hotel management software preferred
Ability to work flexible hours including nights, weekends, and holidays
Basic knowledge of front office operations
Strong organizational skills
Professional demeanor and interpersonal skills

Job Qualifications

Minimum 1-2 years of front desk, guest services, or hospitality experience preferred, ideally within a hotel or resort environment
Passion for hospitality and creating elevated guest experiences
Strong communication, interpersonal, and customer service skills
Ability to remain professional and composed in a fast-paced, high-volume environment
Strong organizational skills with attention to detail and accuracy
Ability to handle guest concerns with professionalism, empathy, and diplomacy
Experience with hotel PMS systems, POS systems, and Microsoft Office applications preferred
Basic understanding of front office operations including reservations, cashiering, billing, and guest relations
Ability to work flexible schedules including evenings, weekends, holidays, and peak occupancy periods

Job Duties

Welcome guests with a warm, professional, and engaging demeanor while delivering exceptional customer service throughout the check-in and check-out process
Process guest arrivals and departures efficiently, including room assignments, payment handling, billing accuracy, and key issuance
Anticipate guest needs and provide personalized service by responding to requests, offering resort information, and assisting with local recommendations and amenities
Maintain strong knowledge of resort services, promotions, dining outlets, winery experiences, and local attractions to enhance the guest experience
Support upsell opportunities including room upgrades, resort experiences, and special packages while maintaining a guest-focused approach
Handle guest concerns and service recovery situations professionally and promptly, escalating issues when appropriate to ensure guest satisfaction
Coordinate closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office team members to ensure seamless communication and operations
Maintain accurate guest records, cash handling procedures, and compliance with company policies, PCI standards, and safety guidelines
Contribute to a positive and collaborative team environment while maintaining professionalism and Forbes-level service standards at all times