Job Description

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls either by redirecting or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Keep up to date on Hotel and local information, ensuring knowledge of all departments
• Process Room Service orders, confirming accuracy
• Handle guest concerns and react quickly, logging and notifying proper areas
• Maintain and monitor the “Royal Service” software system
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned

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.

• Previous customer service experience preferred
• Previous Property Management System preferred
• Computer literate in Microsoft Window applications
• Strong English communication skills both verbal and written
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Service focused personality and passion for hospitality
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Open availability
• Able to work weekends, Holidays as needed.

Additional Information

Fairmont Sonoma Mission Inn & Spa, an elegant Spanish mission-style Inn, boasts exceptional accommodation in the heart of Wine Country. As one big team, community of service professionals, we come together and work with a common purpose to welcome, connect and serve others.

Visa Requirements: Applicants must be able to provide proof that they are legally able to work in the United States.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.