HOTEL OFFICE COORDINATOR

Hotel Office Coordinator

Ponte Vineyard Inn is a Four Diamond, 90 room, boutique hotel located next to Ponte Winery surrounded by 300 acres of mature vineyards and views of rolling hills. We are a short drive from most of Southern California and enjoy hosting folks who want a break fromcity life. Our guests visit us seeking a relaxing day or overnight stay in the country.

We have become the benchmark for great service among Temecula wineries. Our associates are dedicated to delighting guests by providing excellent hospitality and serving great wine and food in a beautiful environment.

Summary:

The Hotel Office Coordinator will answer the hotel main phone line with a smile every time. Transfer incoming calls to the appropriate guest or department as well as complete room reservations and other guest requests providing customer service that exceeds the guests' expectations. Order and maintain stock of office and miscellaneous supplies. Assist with other front and back office duties as needed.

Schedule:

• Monday – Friday
• 9:00am-5:30pm

Compensation: $23.95 hourly

Benefits Per Company Plan Details:

• Medical, Dental, Vision
• 401k Matching Plan
• Life Insurance
• Hospital Confinement Plan
• Pet Insurance
• 3 Weeks of PTO
• 8 Paid Holidays, including Associate Birthday Paid Off

**The terms and conditions associated with each Benefit are outlined in the Associate Handbook, additional documentation provided by Human Resources, or within the policies of the carriers providing the benefits.

Essential Duties and Responsibilities:

• Respond to all guest needs and requests in a timely and professional manner.
• Help guests with wake-up calls and follow up with unanswered wake-up calls.
• Check in arriving hotel guests, verify reservations, collect payment information, issue room keys, and support front desk operations as needed.
• Forward messages to guests and associates as needed.
• Answer telephones with a smile, taking reservations, and handling messages for guests.
• Accept reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Be familiar with Wine Club memberships and advocate sign-ups via telephone reservations.
• Be familiar with hotel information necessary to enhance customer satisfaction including rate structures, specials and restrictions, types of rooms and suites available, and hotel services including costs and location.
• Develop and maintain working knowledge of the local area in order to provide guests with information about location, cost, and hours of operation of local services, facilities and points of interest.
• Follow through in resolving guest problems and/or requests courteously and accurately.
• Be familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow associates in the event of an emergency.
• Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
• Maintain the fax machine, sort and receive guest faxes, distribute and track as necessary
• Monitor cleanliness and appearance of back office and report deficiencies to Management
• Take inventory of and order miscellaneous office supplies. Assist in ordering other supplies as needed.
• Send packing slips to the accounting department as required.
• Assist teammates and managers with projects and tasks as requested and as business needs dictate.
• Review reservations made online through hotel website and third parties. Ensure reservations are complete and guests have been contacted if necessary.
• Keep record of incoming lost and found items. Contact guests to arrange for pick up or shipping of their items as needed.
• Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
• Understand and adhere to safety and environmental standards set by the hotel.
• Perform any other duties as requested by management.

Knowledge, Skills and Abilities:

• Ability to treat all associates and guests in a respectful manner.
• Exhibits integrity (honesty and truthfulness).
• Has attention to detail.
• Is consistently striving to improve performance.
• Courteous and has the ability to smile spontaneously.
• Must have some telephone experience on multi-line phone systems.
• Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives.
• Is able to adjust work to accommodate expected and unexpected changes.
• Must have excellent communication skills and phone etiquette.
• Must have exceptional grooming standards that are consistent with company guidelines.
• Must be outgoing and able to approach guests and initiate conversation.
• Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks. Strives to exceed expectations and goals
• Must have basic computer knowledge, specifically in Microsoft Word, Excel and Outlook.

Company Standards:

• Understand the PONTE Values, and Service Standards.
• Ensure the safety of guests and associates.
• Follow the environmental standards set by the Company
• Treat all associates and guests in a respectful manner.
• Exhibit integrity (honesty and truthfulness).
• Perform any other duties as required by your Manager.