Front Desk Agent

Snowbasin Resort•San Diego, CA

2d•$20 - $22

About The Position

The Front Desk Agent is a primary point of contact for guests at The Westgate Hotel and is responsible for daily front desk operations, including reservations, check-ins and check-outs, billing, guest requests, and service recovery. The role aims to provide a seamless, welcoming experience throughout each guest’s stay and supports the Guest Experience department with administrative and operational work, including group reservation management, commission tracking, transportation coordination, and reporting. The position requires a guest-focused, organized, dependable, and collaborative approach, attention to detail, and comfort using hotel property management systems, particularly OPERA PMS. The agent also supports Guest Experience Managers, monitors guest requests and outstanding items in the GE Log, assists with onboarding new Front Desk Agents as needed, and helps with night audit operations. The employee must be able to work at least two night audit shifts per month and maintain a flexible schedule based on business needs, including evenings, weekends, holidays, and overnight shifts. This is a non-exempt hourly position paying $20.00–$22.00 per hour. The posting labels the role part-time at the top but later calls it a full-time position.

Requirements

High school diploma or equivalent required.
Basic understanding of hotel reservations, billing, guest services, and front office operations.
Strong customer service and interpersonal skills.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.
Positive attitude, professional demeanor, and a genuine desire to provide exceptional guest service.
Ability to work independently and collaboratively as part of a team.
Flexible availability, including evenings, weekends, holidays, and overnight shifts as required.
Ability to work at least two night audit shifts per month.
Ability to stand and walk for extended periods throughout the shift.
Ability to lift, carry, push, or pull up to 25 pounds occasionally.
Ability to bend, stoop, reach overhead, and frequently handle objects.
Ability to work in a fast-paced hospitality environment with varying levels of guest interaction and activity.

Nice To Haves

Hospitality or business education preferred.
Previous front desk experience in a hotel environment preferred.
Experience in an upscale or luxury hotel environment strongly preferred.
Familiarity with OPERA PMS or other hotel property management systems preferred.
Night audit experience preferred, or willingness to be trained and scheduled for overnight shifts.

Responsibilities

Welcome guests and provide personalized, attentive service throughout their stay.
Manage guest check-ins and check-outs, ensuring accurate and efficient transactions.
Use OPERA PMS to manage reservations, room assignments, guest profiles, billing, folios, and other front desk functions.
Process payments, review guest accounts, and assist with billing questions and corrections.
Assist with group reservations, rooming lists, group blocks, and special billing requests.
Respond to guest inquiries, requests, and concerns in a timely and professional manner.
Assist guests with concierge services, transportation arrangements, dining recommendations, and local attractions.
Support Guest Experience Managers with administrative and operational tasks, including commission payment tracking and processing, AA group block management, daily and weekly sign-in sheets, and transportation scheduling and reporting.
Monitor and follow up on guest requests and outstanding items in the GE Log to ensure timely resolution.
Assist with training and onboarding new Front Desk Agents as needed.
Support service recovery by addressing guest concerns professionally and escalating issues when appropriate.
Assist with night audit operations and be able to work at least two night audit shifts per month.
Maintain accurate records, clear communication, and organized front desk operations.
Collaborate with other hotel departments to ensure a seamless guest experience.
Maintain professionalism, attention to detail, and adherence to luxury hospitality standards.
Perform additional duties as assigned to support Front Office operations.