Job Summary
At MacArthur Place Hotel & Spa, hospitality is more than a service, it’s how we make people feel. We’re looking for a friendly, dependable, and service-oriented Front Desk Guest Service Agent who enjoys creating meaningful connections and providing a welcoming presence for our visitors.
As the first and last point of contact, this role helps shape each stay by providing thoughtful and professional support from arrival through departure. The Front Desk Guest Service Agent assists with check-ins, check-outs, reservations, questions, and requests while creating a smooth and personalized experience.
Working closely with housekeeping, maintenance, food and beverage, and other hotel teams, this position supports daily operations while building positive relationships with those we serve. Success in this role comes from genuine engagement, effective communication, attention to detail, and a desire to make every interaction feel personal and valued.
If you are passionate about hospitality, teamwork, and making a positive impact, we invite you to explore this opportunity with MacArthur Place.
Key Responsibilities
Guest Services
The Front Desk Guest Service Agent helps create a lasting first and final impression by providing attentive, personalized service and anticipating guest needs.
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Welcome guests with warmth, professionalism, and genuine hospitality throughout their stay.
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Assist with check-in and check-out while creating a smooth and welcoming arrival and departure experience.
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Listen thoughtfully and respond to guest questions, requests, and concerns with care and professionalism, escalating matters when appropriate.
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Share information about hotel amenities, dining options, spa services, local attractions, and experiences.
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Partner with housekeeping, maintenance, food and beverage, and other departments to support guest needs.
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Maintain a clean, organized, and inviting front desk and lobby environment.
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Create positive guest interactions through attentiveness, communication, and a sincere desire to help.
Reservations & Bookings
Accurate and thoughtful reservation support helps create a seamless experience for guests from the moment they begin planning their stay.
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Assist with reservation inquiries received by phone, email, online booking channels, and in person.
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Partner with third-party booking agents regarding hotel reservations, including guest inquiries, modifications, cancellations, and special requests, while providing timely and professional communication.
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Review, update, and maintain accurate reservation details and guest profiles in accordance with hotel policies.
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Monitor room availability and applicable rates while following established reservation and revenue procedures.
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Process reservation changes, cancellations, and no-shows according to hotel guidelines.
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Communicate reservation details, guest preferences, and special requests with appropriate departments to support a personalized stay.
Financial Transactions & Billing
The Front Desk Guest Service Agent handles guest accounts with accuracy, care, and confidentiality.
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Process guest payments, deposits, refunds, and incidental charges accurately and securely.
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Prepare invoices, receipts, and guest folios while assisting with billing questions and resolving discrepancies when appropriate.
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Balance and reconcile front desk transactions at the end of each shift following hotel procedures.
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Handle cash, credit card, and other payment methods in accordance with company policies.
Hotel Operations & Administration
Exceptional guest experiences are supported by strong teamwork, communication, and attention to detail.
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Follow company policies and procedures related to safety, security, confidentiality, grooming and appearance, time and attendance, meal and rest breaks, and professional conduct.
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Maintain accurate guest records, incident reports, and special request documentation.
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Communicate effectively with team members and departments to support daily hotel operations.
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Protect confidential guest and company information.
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Support the hotel’s service standards and contribute to a positive, respectful, and collaborative workplace.
Qualifications
We’re seeking individuals who enjoy connecting with people, take pride in hospitality, and are committed to creating thoughtful guest experiences.
Experience
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Previous experience in hospitality, hotel front desk, customer service, or a related field is preferred.
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An equivalent combination of education, training, and experience may be considered.
Skills & Abilities
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Strong verbal and written communication skills.
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Excellent customer service and problem-solving abilities.
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Ability to remain calm, professional, and organized in a fast-paced environment.
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Strong attention to detail and accuracy.
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Ability to multitask, prioritize responsibilities, and adapt to changing business needs.
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Experience with hotel property management systems such as Maestro, Opera, or similar platforms is preferred.
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Basic computer proficiency, including Microsoft Office and email.
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Ability to obtain and maintain any required Food Handler and Alcohol Server certifications, if applicable.
Physical & Work Environment
The essential functions of this position require the ability to perform the duties and responsibilities described below, with or without reasonable accommodation:
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Stand and walk for extended periods while performing Front Office responsibilities, including bending, reaching, and using stairs as needed.
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Lift, push, pull, and carry up to 40 pounds as needed to support guest service and operational requirements.
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Work indoors and outdoors in varying weather conditions, noise levels, and guest-facing environments.
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Work safely in and around valet parking areas, guest event environments, and other operational areas while supporting guest needs, service requests, and occasional delivery of items to guest rooms, including rooms located on upper floors as needed.
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Work a flexible schedule that may include evenings, weekends, holidays, extended shifts and peak business periods.
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This position operates in a dynamic luxury hospitality environment requiring professionalism, adaptability, sound decision-making, and a commitment to exceptional guest service.
Other Duties
This job description is intended to provide a general overview of the position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change, and additional duties may be assigned based on business needs. Team members may occasionally support other departments, affiliated properties, winery operations, or special events as needed.
Benefits
We believe caring for our team is just as important as caring for our guests. As part of the MacArthur Place team, you’ll enjoy:
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Employee discounts on hotel stays, dining, and spa services.
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Opportunities for professional growth and career development within our hospitality collection and affiliated wineries.
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A collaborative workplace that values respect, creativity, learning, and exceptional guest service.
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The opportunity to be part of a team creating meaningful experiences in Sonoma Wine Country.
About MacArthur Place
Originally a historic estate, MacArthur Place Hotel & Spa has evolved into Sonoma’s premier luxury resort, featuring 69 thoughtfully designed guest rooms, farm-to-table dining, curated wine experiences, a tranquil spa, an outdoor heated pool, and a state-of-the-art fitness center.
Our team is passionate about creating authentic hospitality experiences and delivering thoughtful, memorable moments for our guests. We foster a culture of excellence, collaboration, inclusion, respect, and continuous growth, where every team member plays an important role in bringing the spirit of MacArthur Place to life.
Equal Employment Opportunity
MacArthur Place Hotel & Spa is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities and reasonable accommodations in accordance with applicable laws and strive to foster an environment where every team member feels valued, respected, and empowered to succeed.
