Front Desk Service AYS Agent

Reports to: Director of Front Office

The At Your Service (AYS) Agent serves as the first point of contact for guest communications at Carneros Resort and Spa, handling calls, messages, and requests (via Alice or otherwise) with warmth, professionalism, and precision. This guest-facing, phone-based role is essential in delivering seamless service, responding to inquiries, coordinating internal communications, and ensuring each interaction reflects the resort’s luxury hospitality standards.

The ideal candidate is a poised communicator who thrives in a fast-paced environment, anticipates guest need, and creates positive, lasting impressions.

• Promptly answer and respond to all internal and external calls, messages, and requests via phone, text, email, or mobile application.
• Log guest request accurately into the resort’s communication system, Alice, and ensure timely follow-up.
• Coordinate with departments (Housekeeping, Engineering, Bell Service, etc.) to ensure guest needs are fulfilled with urgency and care.
• Provide thoughtful service that anticipates guest needs and upholds Carneros’s Forbes-level standards.

• Offer clear and accurate information about room features, resort amenities, local attractions, and services.
• Assist with guest technology needs, including internet access, in-room entertainment, and digital services.
• Support in-room dining calls, service requests, and guest deliveries as needed.

• Maintain a calm, courteous, and articulate tone in all guest interactions, especially during high-volume or sensitive moments.
• Operate the phone switchboard, wake-up call system, and emergency response communications efficiently.
• Maintain a clean, organized work area and adhere to company grooming and appearance standards.
• Protect guest confidentiality and company assets in all interactions.

• High school diploma or GED preferred.
• 1+ year experience in guest service, call center, or hospitality communication role preferred.
• Excellent verbal and written communication skills, including phone etiquette.
• Comfortable navigating multiple systems and communication platforms simultaneously.
• Ability to remain composed, professional, and solutions-focused in a fast-paced environment.
• A genuine desire to serve and support others with empathy and precision.

• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Must be able to sit for extended periods and use a computer, headset, and phone systems continuously throughout the shift.
• Ability to lift up to 15 pounds occasionally for paperwork or supplies.