Front Desk Associate

The Front Desk Associate serves as a key ambassador of the guest experience, delivering a seamless, high-touch, five-star standard of service. As the operational nerve center of the property, this role requires exceptional judgment, resourcefulness, and attention to detail, with the ability to manage multiple priorities in a fast-paced environment. Front Desk Associates are empowered to think like owners—proactively identifying opportunities, resolving issues with urgency and discretion, and ensuring operational excellence at every touchpoint. Acting as the eyes and ears of management on property, this role plays a critical part in maintaining service standards, elevating the guest experience, and supporting overall property performance. ESSENTIAL DUTIES AND RESPONSIBILITIES Guest Experience & Communication · Answer all incoming phone calls promptly and professionally using RingCentral · Monitor missed calls, voicemails, and transcriptions; return all calls in a timely manner and respond via email when applicable · Respond to all emails and guest inquiries quickly, clearly, and professionally · Manage all guest communications through Cloudbeds and other communication platforms · Act as the primary point of contact for guests before, during, and after their stay · Provide concierge-level service, including recommendations for wineries, dining, transportation, and local experiences · Maintain strong knowledge of local wineries, especially those with established partnerships · Build relationships with guests and anticipate needs to elevate their stay · Confidently answer booking inquiries and convert them into confirmed reservations by clearly explaining room types, amenities, and property features · Be knowledgeable on all offerings including heated floors, steam showers, HVAC systems, and any new or evolving amenities · Understand and communicate pricing, including group bookings and property buyouts (escalate to Stuart, Ignacio, and Jelena as needed) Systems & Technology Maintain working knowledge and daily use of all operational systems, including: o Cloudbeds (PMS) o RingCentral (phone system) o Breezeway (operations/housekeeping coordination) o Sonos (audio system) o Control4 (lighting, HVAC, and property automation – as implemented) o Monitor security cameras throughout the property to ensure proper operation and safety o Manage and monitor automated locks through the remote locks platform o Ensure all locks are functioning properly, doors are secure, and batteries are maintained and replaced proactively o Identify and report any issues with security systems, locks, or access immediately and follow through until resolved o Ensure all logins and credentials are properly maintained and accessible o Troubleshoot basic technical issues related to guest experience (Wi-Fi, music, lighting, etc.) Property Operations & Presentation Open and close the property daily, including: o Turning on/off lighting, music, fireplaces, and ambiance settings o Ensuring all spaces are guest-ready and aligned with brand standards o Securing the property at closing (locks, equipment, kitchen, etc.) o Maintain exceptional attention to detail across the entire property, both interior and exterior o Ensure all visible and touchable elements meet a five-star standard, including: o Windows, screens, walls, floors, walkways, landscaping o Furniture, fixtures, décor o Cleanliness and organization of all guest and staff areas o Inspect guest rooms prior to arrival, ensuring they are fully prepared and staged Coordinate and execute guest arrival setups, including: o Snack and beverage placement o Personalized welcome notes or cards o Proper room presentation and ambiance o Water plants and monitor landscaping details where automation is not in place o Coordinate with housekeeping and maintenance to ensure all rooms and common areas meet quality standards o Actively identify and report maintenance or operational issues o Ensure trash is taken out on scheduled days and that all trash bins are returned to their proper location after pickup o Maintain cleanliness and organization of all back-of-house areas, storage spaces, and service zones Food & Beverage Execution Assist with breakfast service when scheduled, including: o Taking guest orders o Communicating clearly with kitchen staff o Serving food and beverages professionally o Prepare and serve coffee and espresso beverages, including properly made lattes o Properly pour and present wine in a professional and polished manner o Serve food with attention to presentation, cleanliness, and guest interaction Maintain strict cleanliness standards at all times, including: o Dishes, flatware, and glassware o Coffee and beverage sta