We are seeking an experienced and service-driven Front Desk Agent to lead the daily operations of the Front Office team while delivering exceptional guest experiences. This role is responsible for ensuring efficient check-in and check-out processes, resolving guest concerns, and maintaining the highest standards of hospitality. The ideal candidate is a positive leader who thrives in a fast-paced resort environment and is passionate about creating memorable guest experiences.
Essential Responsibilities
- Monitor guest arrivals, departures, room assignments, and special requests to ensure a seamless guest experience.
- Assist guests with check-in, check-out, reservations, billing inquiries, and concierge requests.
- Resolve guest concerns promptly and professionally, ensuring complete guest satisfaction and service recovery.
- Conduct daily shift briefings and communicate important operational updates to team members.
- Monitor room inventory and coordinate with Housekeeping and Maintenance to maximize room availability.
- Ensure compliance with resort cash handling procedures, credit card policies, and audit requirements.
- Review daily reports, occupancy forecasts, VIP arrivals, and group information.
- Assist with scheduling, payroll review, and labor management to support operational efficiency.
- Train new team members on resort standards, policies, and property management systems.
- Ensure adherence to all resort safety, security, and emergency procedures.
- Support the Front Office Manager with departmental projects, performance evaluations, and continuous improvement initiatives.
- Step in to perform Front Desk Agent duties during busy periods or staffing shortages.
Qualifications
- High school diploma or equivalent required; associate's or bachelor's degree in Hospitality Management preferred.
- Minimum of two years of Front Desk or Guest Services experience in a hotel or resort.
- Experience with hotel Property Management Systems (PMS) such as Opera, SynXis, or similar systems is preferred.
- Proficiency with Microsoft Office applications.
- Bilingual (English/Spanish) is a plus.
Pay: $18.00 - $21.00 per hour
Work Location: In person
