Front Desk Agent

The Observatory Sun Valley, A Viceroy Resort•Ketchum, ID

10d•Onsite

About The Position

The Front Desk Agent delivers exceptional guest service throughout the guest experience, including reservations assistance, arrival, check-in, support during the stay, 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 role is at Viceroy’s Sun Valley property in Ketchum, Idaho, a luxury hotel and residence offering with 73 guest rooms and 12 penthouse residences.

Requirements

High school diploma or equivalent required.
Computer experience required.
Maintain a warm and friendly demeanor.
Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Maintain regular attendance in compliance with hotel standards and scheduling requirements.
Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to encourage safe and efficient operations.
Support productivity, identify problem areas, and assist in implementing solutions.
Anticipate, prevent, identify, and resolve problems effectively.
Understand and apply complex information and data from various sources to meet objectives.
Be able to cross-train in other hotel-related areas.
Maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Welcome guests warmly and professionally throughout all interactions.
Handle guest check-ins, checkouts, room assignments, and reservation inquiries accurately and efficiently.
Provide information about hotel services, resort 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 guest requests while maximizing room revenue opportunities.
Maintain knowledge 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.
Maintain guest confidentiality and protect sensitive guest 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 responsibilities 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