Front Desk Agent

Highgate Hotels • Ketchum, ID

10d

About The Position

The Front Desk Agent delivers exceptional guest service throughout the guest experience, including reservation assistance, arrival, check-in, stay support, and departure. As a primary point of contact, the agent helps create a welcoming, personalized, luxury-level experience while supporting room revenue, guest satisfaction, and operational efficiency. The position is at Viceroy’s Sun Valley property in Ketchum, Idaho, which offers 73 guest rooms and 12 penthouse residences.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• College coursework in a related field is helpful.
• Hotel or related-field experience preferred.
• Customer service experience preferred.
• Communicate effectively, both verbally and in writing, with employees and guests.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance as required by the hotel’s scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Identify problem areas and assist in implementing solutions; anticipate, prevent, identify, and resolve problems.
• Understand and apply complex information from various sources to meet objectives.
• Be able to cross-train in other hotel-related areas.
• Maintain confidentiality, show initiative, and anticipate guest or operational needs.

Nice To Haves

• College coursework in a related field.
• Experience in a hotel or related field.
• Customer service experience.

Responsibilities

• Welcome guests in a warm, professional, and service-oriented manner.
• Handle check-ins, checkouts, room assignments, and reservation inquiries accurately and efficiently.
• Provide information about hotel services, amenities, dining, transportation, activities, and local attractions.
• Process cash, credit card, and other payment transactions according to company policies and procedures.
• Assist with reservations, modifications, cancellations, and special requests while maximizing room revenue opportunities.
• Maintain awareness of occupancy, restricted dates, availability, and daily operational changes.
• Use the property management system and other hotel systems accurately and efficiently.
• Complete shift checklists, bucket checks, reports, room verifications, and end-of-shift balancing procedures.
• Coordinate with Housekeeping, Valet, Engineering, and other departments to support seamless guest experiences.
• Respond promptly and professionally to guest concerns, service requests, and operational issues.
• Protect guest confidentiality and sensitive information.
• Use proper radio and internal communication etiquette.
• Maintain a clean, organized, and professional front desk and lobby.
• Assist guests with safe deposit boxes and other security-related services as needed.
• Maintain knowledge of emergency procedures and support hotel safety initiatives.
• Attend required meetings, trainings, and departmental lineups.
• Support additional Front Office and guest service duties as operational needs require.
• Promote guest satisfaction through professionalism, efficiency, and attention to detail.
• Perform other duties as assigned or requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED