Front Desk Agent

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

2d•Onsite

About The Position

The Front Desk Agent is responsible for delivering exceptional guest service throughout all stages of the guest experience, including reservations assistance, arrival, check-in, stay support, and departure. This role serves as one of the primary points of contact for guests and plays a critical role in creating a welcoming, personalized, and luxury-level experience while maximizing room revenue, guest satisfaction, and operational efficiency.

Requirements

High School diploma or equivalent required.
Computer experience required.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Nice To Haves

College course work in related field helpful.
Experience in a hotel or a related field preferred.
Customer Services experience preferred.

Responsibilities

Welcome guests in a warm, professional, and service-oriented manner throughout all interactions.
Handle guest check-ins, checkouts, room assignments, and reservation inquiries efficiently and accurately.
Provide guests with information regarding hotel services, resort amenities, dining outlets, transportation, activities, and local attractions.
Accurately process cash, credit card, and other payment transactions in accordance with company policies and procedures.
Assist with room reservations, modifications, cancellations, and special guest requests while maximizing room revenue opportunities.
Maintain knowledge of occupancy status, restricted dates, availability, and daily operational changes.
Utilize 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 in a timely manner.
Coordinate closely with Housekeeping, Valet, Engineering, and other departments to ensure seamless guest experiences.
Respond promptly and professionally to guest concerns, service requests, and operational issues.
Maintain guest confidentiality and protect sensitive guest information at all times.
Utilize proper radio and internal communication etiquette when communicating with team members.
Maintain a clean, organized, and professional front desk and lobby environment.
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.
Ensure overall guest satisfaction through professionalism, efficiency, and attention to detail.
Perform other duties as assigned by management.