Front Desk Agent

Position Overview The Front Desk Agent serves as the first and last impression of South Seas Resort, providing exceptional guest service throughout the arrival and departure experience. The position is responsible for welcoming guests, completing check‑in and check‑out procedures, processing reservations and payments, answering questions, resolving guest concerns, and ensuring every guest enjoys a memorable stay. Essential Functions Welcome guests with a warm, friendly and professional demeanor. Perform guest check‑in and check‑out, ensuring accurate reservations, billing and payment information. Answer incoming telephone calls and respond to inquiries regarding resort amenities, dining, recreation, transportation and local attractions. Process reservations, room changes, upgrades and special guest requests while maintaining accuracy in the Property Management System (PMS). Handle cash, credit card transactions and daily balancing procedures following company policies. Resolve guest concerns promptly and professionally, escalating issues to leadership when appropriate. Coordinate with Housekeeping, Engineering, Bell Services, Security, Recreation and Food & Beverage teams to ensure seamless guest experiences. Maintain knowledge of resort accommodations, amenities, activities, restaurants, promotions and special events. Communicate guest information, VIP arrivals and special requests to appropriate departments. Maintain guest confidentiality and protect sensitive information. Assist guests with directions, transportation arrangements, luggage assistance and general resort information. Follow all Standard Operating Procedures (SOPs), resort policies and Forbes‑inspired hospitality service standards. Participate in daily shift meetings and ongoing training. Maintain a clean, organized and professional front desk and lobby area. Perform additional duties as assigned by leadership. Position Requirements High School Diploma or equivalent required. Previous Front Desk, Hotel, Resort, Hospitality or Customer Service experience preferred. Previous experience using a Property Management System (PMS) preferred. Proficiency with Microsoft Office and general computer applications. Excellent verbal and written communication skills. Strong organizational skills with exceptional attention to detail. Ability to multitask and prioritize responsibilities in a fast‑paced environment. Ability to maintain professionalism and composure while resolving guest concerns. Strong problem‑solving skills with a guest‑first mindset. Ability to work independently while contributing to a collaborative team environment. Cash handling experience preferred. Valid driver’s license preferred. CPR/First Aid certification is a plus but not required. Physical Working Conditions Ability to stand and walk for extended periods throughout the shift. Ability to lift and carry up to 25 pounds when assisting guests with luggage or resort materials. Ability to bend, reach, kneel and occasionally stoop. Ability to use computers, telephones, printers and other office equipment for extended periods. Ability to communicate effectively with guests, team members and vendors in a professional manner. Ability to work in a busy front desk environment with frequent interruptions while maintaining exceptional guest service. Attend required meetings, training sessions, departmental functions and additional duties as assigned to support resort operations. Hours The position is full‑time, averaging 40 hours per week. Staff must be available to work mornings, afternoons, evenings, weekends and holidays. Schedule will vary based on business demands. Flexibility to work overtime during peak seasons, special events and weather‑related operations may be required. Equal Employment Opportunity Statement Pyramid Global Hospitality is an equal employment opportunity employer. We offer a drug‑free workplace and comply fully with the Americans with Disabilities Act (ADA) and applicable federal, state and local laws. All employment, compensation and benefits are based on qualifications without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability or any other protected characteristic. Benefits Low‑cost Medical, Dental, Vision Plans Paid Life Insurance Short‑ and Long‑Term Disability Paid Time Off & Holidays 401(k) with Company Match Commuter and Company‑paid Toll Programs Compensation Rate of Pay: Full‑time, hourly, starting at $20.00 per hour. #J-18808-Ljbffr