Front Desk Agent

Job Description

Job DescriptionDescription:

About Appellation
Born from the elegant merger of the culinary and hospitality worlds, Appellation is much more than a typical hotel company. Inspired by its name, this new hotel brand brings together the best of local elements in a new way: a hotel collection powered by people, connected by food, and defined by place—all designed to celebrate its destinations’ culture, community, and craftsmanship. Developed by visionary co-founders Charlie Palmer, one of America’s best-known, award-winning chefs and pioneer in the American hotel-restaurant model, and Christopher Hunsberger, a 30-year veteran of Four Seasons Hotels and Resorts and its former president of North Americas. Join Appellation as its first hotels and resorts take root in 2025.?

Overview of Position:

The Front Desk Agent at Appellation Healdsburg is the face of our arrival and departure experience, serving as the first ambassador of the property's initial and lasting impression. This is an extraordinary opportunity to be part of the front of house team at one of Healdsburg's most distinguished properties, crafting innovative experiences and delivering memorable service that reflects the region's genuine hospitality.

As a Front Desk Agent, you will play a vital role in executing the arrival, departure, in-house and concierge programming alongside the Front Office colleagues and leadership. You will be responsible for the hotel's front desk operations during your shift and be accountable for guest check-in/check-out, reservations, and guest requests. Responsibilities include being actively involved in arrival and departure processes, creating memorable interactions, maintaining the highest level of service standards in all interactions (digital, in person and over the phone), and supporting the luxury hospitality experience that defines our brand.

Primary Duties and Responsibilities:

• Ensure exceptional guest service standards are maintained at all times, handling guest arrivals, departures, and special requests with professionalism and warmth.
• Assist in providing food and beverage service on arrival as a welcome amenity.
• Resolve guest complaints and issues promptly and professionally while helping maintain relationships and involve management.
• Manage daily front office operations including creating reservations, check-in/out functions in PMS, provide luggage and transportation assistance coordinating with housekeeping for room readiness, communicate guest preferences and requests to relevant departments.
• Actively operate duties to standard, ensuring proper greeting, check-in, and check-out procedures are followed during assigned shifts.
• Assist in managing the daily operation of the lobby/restaurant space during peak volume periods.
• Maintain knowledge of hotel amenities, services, and local attractions to provide exceptional concierge-level service to guests.
• Process guest payments, adjustments, and charges accurately while ensuring proper billing and posting of all guest transactions.
• Handle daily cash handling procedures following established security protocols for cash, keys, and guest information.
• Assist in preparing daily operational reports and communicate effectively with supervisors and other departments.
• Maintain accurate records of guest preferences and special requests, coordinating with other departments for group arrivals and special events.
• Ensure compliance with all hotel policies, procedures, and brand standards while maintaining knowledge of local laws, regulations, and safety requirements.
• Support emergency procedures and proper handling of guest data and privacy protection.
• Operate property management system (Maestro) efficiently, troubleshooting basic issues and maintaining proficiency with hotel technology and reservation systems.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Manage relationships with guests, travel agents, and booking platforms professionally and courteously.
• Maintain elegant and professional appearance of front desk areas and ensure workspace organization.
• Understand and respond to all guest needs and requests in a timely and professional manner.
• Attend all mandatory meetings and training sessions as directed.
• Maintain professional demeanor and standards that reflect the core values of the brand and its operating standards.
• Participate in daily shift meetings and line-up briefings.
• Support cross-training assignments required to support hotel operations.
• Perform other general tasks, including supporting other hotel departments, as directed by the Hotel Assistant Manager, Front Office Manager, General Manager, or Director of Rooms.

Requirements:

Skills & Qualifications:

• High school diploma or equivalent required. Associate degree in Hospitality Management, Business Administration, or related field preferred.
• Previous experience in hotel front desk operations, customer service, or hospitality industry preferred. Experience in luxury hotel environment a plus.
• Daily on-premises presence required.
• Ability to work under pressure and manage multiple tasks efficiently.
• Valid Smart Serve and RBS certification or ability to obtain within 30 days of employment.
• Excellent verbal and written communication skills, with fluency in the English language.
• Familiarity with ADA compliance, local fire safety regulations, and relevant current laws governing guest privacy and data protection.
• Ability to work a flexible schedule including morning, afternoon, evening, overnight, weekends and holidays.
• Knowledge of luxury hospitality standards and guest service concepts.
• Ability to maintain levels of quality and customer service typically expected of a luxury resort.
• Detail oriented, organized and efficient, and safety minded.
• Good team player with positive attitude and strong work ethic.
• Passion for hospitality, food and beverage, trustworthy, and open to learning, developing, and growing both personally and professionally.
• Systems usage: Microsoft Office products (Word, Excel, PowerPoint, and Outlook), Maestro (PMS), Toast (POS), Alice (guest requests, text messaging, and coordinating), Teams (internal messaging), and radio usage.
• Embrace Technology—continually learn, adapt, and master new operating systems and property management systems.

Essential Functions:

To perform the duties and requirements for this job, you must have the following physical abilities:

• Sit and stand for extended periods of time, walk up and down stairs and across property
• Enter data into a computer terminal, operate standard office equipment, and use telephone and radio
• See and read a computer screen and printed matter with or without vision aids
• Hear and understand speech at normal levels and on the telephone
• Speak so that others may understand at normal levels and on the telephone
• Constant: sitting, standing, walking and repetitive use of hands, arms, and legs
• Frequent: typing, use of mouse, bending of neck, climbing stairs, handling food and beverage, and handling luggage
• Occasional: twisting of neck

You must have the ability to lift up to 25 pounds, bend, stoop, and reach; lift and carry equipment and supplies; walking daily up and down the stairs and sitting for periods up to 4 hours and the ability to work in a fast-paced environment with or without reasonable accommodations.

Equal Opportunity Employer

Appellation Hotels is an equal opportunity employer. We provide equal employment opportunities to all applicants regardless of race, color, national original, ancestry, sex, age, religion, sexual orientation, gender identity, marital or family status, disability, veteran status, genetic information or any other status considered unlawful by federal, state, or local laws

Job Types: Full-time, Part-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance