Front Desk Agent

Front Desk Agent for a Westin hotel in Napa, CA, responsible for answering and directing guest calls, dispatching Service Express staff, and performing concierge duties. Primary duties include checking in/out guests, upselling room nights, handling guest requests and complaints, coordinating with security, engineering, housekeeping and other staff via two-way radio and telephone, and providing knowledge of hotel amenities and local attractions. Must follow Westin telephone etiquette, maintain professional communication, assist with wake-up calls, and uphold accounting procedures for revenues and payments. Role combines back-of-house and front-of-house responsibilities, with duties ranging from guest service delivery to emergency response and liaison with the concierge whenever needed. Requires good communication, basic computer skills, and a neat, groomed appearance; High School Diploma is required and hospitality experience is an asset.