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Now viewing: Front Desk Agent
EE
Express Employment
Front Desk Agent
Job Description
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.