Front Office - Front Desk Agent

The Broadmoor Hotel's Talent Acquisition Team•Colorado Springs, CO

About The Position

The Front Desk Agent provides personalized, five-star arrival, departure, and concierge-level guest services while maintaining immaculate front office standards. The role involves welcoming guests, coordinating with other departments to fulfill guest preferences and requests, and accurately handling transactions and shift records. The agent is expected to comply with The Broadmoor’s operational, safety, and service standards and to develop knowledge of the resort’s history, facilities, and offerings. This position requires a flexible schedule that may include mornings, evenings, weekends, and holidays according to the calendar of events. The role may require lifting, pulling, or pushing up to 50 pounds with assistance and proper safety practices. Reasonable accommodation will be provided for individuals with disabilities.

Requirements

Minimum of a high school diploma or GED equivalent.
Impeccable professional presentation, articulate communication skills, high emotional intelligence, and a passion for luxury service.
Ability to use Microsoft Office tools, property management software, and email communication.
Ability to work as a motivated team player, collaborate positively with colleagues, and drive results.
Excellent negotiation and conflict-resolution skills and ability to work in a fast-paced environment.
Ability to lift, pull, or push up to 50 pounds with assistance and proper safety practices.
Flexible availability for mornings, evenings, weekends, and holidays, as required by the calendar of events.

Nice To Haves

Previous front desk or guest service experience is highly preferred; equivalent combinations of relevant education and professional background will also be considered.

Responsibilities

Greet guests by name and manage seamless check-ins and check-outs.
Provide tailored overviews of Broadmoor amenities and accommodations, including facilities, services, and hours of operation.
Serve as the primary communication link between guests, housekeeping, concierge, and management to fulfill special preferences and VIP requests.
Accurately post room charges, manage cash banks, handle secure credit card transactions, and balance daily shift folios.
Pass information and charges on to upcoming shifts and follow Broadmoor policies regarding check acceptance.
Keep the Front Desk station organized, maintained, and stocked.
Comply with The Broadmoor’s guidelines, operational procedures, safety policies, and institutional standards for excellence, including Forbes Travel Guide and AAA Five-Diamond standards.
Learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Perform additional duties as required or assigned.