Hotel Front Desk Associate

Nemacolin • Wharton Township, PA

3d • Onsite

About The Position

The Front Desk Associate shapes guests’ first and final impressions of Nemacolin by delivering polished, attentive hospitality throughout arrival, stay, and departure. The role serves as a trusted guest resource, anticipates needs, personalizes interactions, and coordinates with resort departments to create smooth, memorable experiences at a luxury resort featuring Forbes Five-Star and AAA Five-Diamond accommodations.

Responsibilities include welcoming guests, managing arrival and departure procedures, verifying guest information and payment details, maintaining accurate accounts, and sharing informed recommendations about resort amenities and local attractions. The associate recognizes guest preferences and special considerations, coordinates requests across departments, maintains guest profiles and account information in the property management system, handles questions and service recovery, and communicates outstanding requests across shifts. The role also requires protecting guest privacy, following cash-handling and security protocols, and maintaining a polished front desk environment.

This is a guest-facing role that combines active interaction and standing with computer-based account and reservation work. The schedule includes varying shifts, evenings, weekends, and holidays. Nemacolin offers paid training, structured onboarding, hands-on and cross-department learning, and opportunities for advancement and internal promotion.

Requirements

• High school diploma or equivalent required.
• Must be at least 18 years of age.
• Previous guest- or customer-facing experience required.
• Computer literacy and ability to learn and effectively use property management and other resort systems.
• Fluency in English with strong verbal and written communication skills.
• General knowledge of the surrounding area and local attractions, or the curiosity and ability to develop that knowledge.
• Ability to work effectively in a fast-paced environment while maintaining composure, accuracy, and service standards.
• Ability to stand for up to eight hours at a time and perform the physical requirements of the role.
• Availability to work varying shifts, including evenings, weekends, and holidays.
• Warm, outgoing presence and genuine interest in making people feel welcomed, informed, and cared for.
• Strong communication, organization, attention to detail, composure, sound judgment, collaboration, professionalism, and discretion.

Nice To Haves

• Previous hospitality experience.
• Interest in developing expertise in guest relations, property management systems, service recovery, resort operations, and luxury hospitality.

Responsibilities

• Welcome guests warmly, offer champagne, and establish a polished first impression.
• Manage guest arrival and departure procedures, verify guest information and payment details, and maintain accurate accounts.
• Provide informed recommendations and guidance about accommodations, dining, recreation, events, daily programming, operating hours, and surrounding attractions.
• Recognize guest preferences, special occasions, VIP considerations, repeat visits, and emerging requests, and connect guests with relevant resort experiences and resources.
• Coordinate guest requests with Housekeeping, Butler Services, Concierge, Reservations, Recreation, Food & Beverage, Transportation, and other departments, and ensure requests are completed.
• Maintain guest profiles, preferences, notes, requests, room changes, extensions, charges, payments, and other account details in the property management system.
• Respond to questions, concerns, and service recovery opportunities with empathy, sound judgment, and professionalism; escalate issues appropriately.
• Communicate guest information, outstanding requests, and service considerations clearly across shifts.
• Maintain an organized and polished front desk and lobby presence, protect guest privacy and confidentiality, and follow cash-handling and security protocols.
• Remain composed and service-focused during high-volume arrivals and departures.

Benefits

• Paid training and structured onboarding.
• Hands-on learning and cross-department opportunities.
• Clear pathways for advancement and internal promotion.
• Recognition through individual and team honors.
• Competitive hourly wages and an attractive 401(k) program.
• Medical, dental, and vision coverage for eligible associates.
• Paid time off and holiday compensation.
• Discounted associate meals and uniform services.
• Savings across resort dining, retail, spa, and activities.
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community.

What This Job Offers

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