Front Desk Agent

The Front Desk Agent serves as the first and last impression of South Seas Resort, providing exceptional guest service throughout the arrival and departure experience. This position is responsible for welcoming guests, completing check-in and check-out procedures, processing reservations and payments, answering questions, resolving guest concerns, and ensuring every guest enjoys a memorable stay. The ideal candidate is personable, detail-oriented, and thrives in a fast-paced luxury resort environment. They are passionate about hospitality, possess excellent communication skills, and consistently deliver service that exceeds guest expectations.

Responsibilities

Welcome guests with a warm, friendly, and professional demeanor while creating a positive first impression of South Seas Resort; Efficiently perform guest check-in and check-out procedures while ensuring accuracy of reservations, billing, and payment information; Answer incoming telephone calls and respond to guest inquiries regarding resort amenities, dining, recreation, transportation, and local attractions; Process reservations, room changes, upgrades, and special guest requests while maintaining accuracy within the Property Management System (PMS); Handle cash, credit card transactions, and daily balancing procedures following company policies; Resolve guest concerns promptly and professionally, escalating issues to leadership when appropriate; Coordinate with Housekeeping, Engineering, Bell Services, Security, Recreation, and Food & Beverage teams to ensure seamless guest experiences; Maintain complete knowledge of resort accommodations, amenities, activities, restaurants, promotions, and special events; Communicate important guest information, VIP arrivals, and special requests to appropriate departments; Maintain guest confidentiality and protect sensitive information; Assist guests with directions, transportation arrangements, luggage assistance coordination, and general resort information; Follow all Standard Operating Procedures (SOPs), resort policies, and Forbes-inspired hospitality service standards; Participate in daily shift meetings and ongoing training; Maintain a clean, organized, and professional front desk and lobby area; Perform additional duties as assigned by leadership

Requirements

High School Diploma or equivalent; Proficiency with Microsoft Office and general computer applications; Excellent verbal and written communication skills; Strong organizational skills with exceptional attention to detail; Ability to multitask and prioritize responsibilities in a fast-paced environment; Ability to maintain professionalism and composure while resolving guest concerns; Strong problem-solving skills with a guest-first mindset; Ability to work independently while contributing to a collaborative team environment; Full-time position averaging 40 hours per week; Availability to work mornings, afternoons, evenings, weekends, and holidays; Ability to stand and walk for extended periods; Ability to lift and carry up to 25 pounds; Ability to bend, reach, kneel, and occasionally stoop; Ability to use computers, telephones, printers, and other office equipment; Ability to communicate effectively with guests, team members, and vendors; Ability to work in a busy front desk environment with frequent interruptions; Attend required meetings, training sessions, and departmental functions

Nice to have

Previous Front Desk, Hotel, Resort, Hospitality, or Customer Service experience; Previous experience using a Property Management System (PMS); Cash handling experience; Valid Driver's License; CPR/First Aid Certification

Benefits

Low-cost Medical, Dental, Vision Plans; Paid Life Insurance; Short- and Long-Term Disability; Paid Time Off & Holidays; 401(k) with Company Match; Commuter and Company-paid Toll Programs; Complimentary Shift Meal