Front Desk Agent

Pyramid Global Hospitality•Captiva, FL

11d•Onsite

About The Position

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.

Requirements

High School Diploma or equivalent required.
Previous Front Desk, Hotel, Resort, Hospitality, or Customer Service experience preferred.
Previous experience using a Property Management System (PMS) preferred.
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.
Cash handling experience preferred.
Ability to stand and walk for extended periods throughout the shift.
Ability to lift and carry up to 25 pounds when assisting guests with luggage or resort materials.
Ability to bend, reach, kneel, and occasionally stoop.
Ability to use computers, telephones, printers, and other office equipment for extended periods.
Ability to communicate effectively with guests, team members, and vendors in a professional manner.
Ability to work in a busy front desk environment with frequent interruptions while maintaining exceptional guest service.
Attend required meetings, training sessions, and departmental functions.
Perform additional duties as assigned to support resort operations.

Nice To Haves

Valid Driver's License preferred.
CPR/First Aid Certification is a plus but not required.

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.