Guest Service Agents

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Guest Services Agent

To provide front desk services to guests including room merchandising, reservations and room assignment activities, handling requests/complaints, and providing information. Is familiar with and complies with the L’Auberge Carmel and Mirabel Hotel and Restaurant Group’s Mission and Service Standards as well as Relais & Chateaux’s standards in performing all key areas of accountability and other essential duties and responsibilities.

Key Areas of Accountability:

• Greet, register, and assign rooms to guests. Issue room keys and familiarize guests with the services the hotel has to offer.
• Answer and handle all incoming telephone calls efficiently and accurately according to standards.
• Make and confirm reservations according to L’Auberge Carmel standards and utilize room merchandising techniques.
• Act as key communication link. Responsible for clear and effective communications between co-workers, management, and other departments.
• Act as a Bell Staff in greeting guests and assisting guests in the Bell Staff’s absence or if they are otherwise occupied.
• Answer inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Make restaurant, transportation, or entertainment reservations, and arrange for other guest requests.
• Post charges such as room, massage, or telephone, to guest folios.
• Collect payment and make change for guests.
• Perform a daily bucket check ensuring all in-house guest information is up to date and accurate.
• Follow security and safety standards at all times.
• Keep familiar with current codes for Market Segments and Sources, current rates, packages, and promotions.
• Responsible for following key control procedures according to set standards.
• Adhere to and promotes the Relais and Chateaux Mission Statement/Objectives.
• Adhere to and promote the Mirabel Hotel and Restaurant Group Service standards.
• Adhere to and promote L’Auberge Carmel’s Mission and Vision statements.
• Perform a daily cashiering audit and balance shift cashiering transactions.
• Perform preliminary night audit and DOR during day end shift.
• Demonstrates loyalty and trustworthiness to the entire Mirabel Hotel and Restaurant Group.
• Promote and maintain good working relationships with your Mirabel group counterparts.

Other essential job duties and responsibilities:

• Attend all mandatory staff meetings and training sessions.
• Is familiar with and complies with the Drug-Free Workplace Policy.
• Stamp, sort, stuff and distribute incoming and outgoing mail and messages as necessary.
• Maintain and ensure the front desk and lobby area are neat, organized, appealing, and presentable to guests.
• Maintain and ensure lobby bathrooms are super clean and stocked with paper and towels.
• Complete daily filing tasks.
• Transmit and receive telephone messages.
• Complete daily tracking reports.
• Maintain sufficient working supplies at the front desk.
• Communicate with other area hotels and guest liaisons (Visitor’s Center, Travel Agents) regarding daily promotions.
• Assist in training new/other employees.
• Provide assistance to other departments as requested or needed.
• Provide ongoing support and assistance to bell staff.
• Complete special projects as assigned.