Front Desk Agent

Peaks Resort And Spa Ambassador

Welcome guests in a warm and friendly manner. Assists customers in a branded, friendly, proactive, and efficient manner with appropriate follow-up as necessary. Knows all essential aspects of our business operations.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Provide a warm, professional and personalized sense of arrival that aligns with the Peaks Resort and Spa hospitality standards.
• Proactively identify guest preferences to create memorable moments by anticipating and addressing guests' needs and resolving their concerns in a positive and professional manner.
• Act as a local ambassador, providing expert recommendations for high-end dining, cultural events, and hidden gems.
• Liaise closely with Housekeeping, Engineering and Concierge teams to ensure seamless room readiness and guest transitions.
• Professionally recommend room upgrades and hotel outlets (spa, restaurant, bar) to enhance the guest experience and drive revenue.
• Review arrivals noting special request and blocking appropriate rooms as necessary.
• Maintain prompt, clear, and accurate communication needs for the guests as well as other teammates.
• Support Concierge team with amenity deliveries for tiered VIP program.

Knowledge skills and abilities

Ability to provide clear information to guests, managers, and the public while maintaining a professional tone. Professional telephone etiquette

Act as a supportive team member to ensure seamless operations and high guest satisfaction.

Ensure room assignments, guest requests, and administrative tasks are handled correctly without oversight.

Ability to troubleshoot guest issues and handling variables in standardized hotel procedures.

Calculate discounts, commissions, percentages, manage guest billing, processing complex folio adjustments, and balancing end-of-shift reports accurately.

Perform assigned duties with "minimum supervision." Able to take initiative at the front desk to manage workflow and resolve problems independently during busy shifts.

Able to work a flexible schedule including nights, weekends and holidays.

Education and/or experience

High School education or GED and/or 1 - 2 years in a guest-facing role at a premium hotel, resort or high-end service environment. Prior experience with various hotel reservations system knowledge a plus.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must be able to lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

While performing the duties of this job, the noise level is moderate to high during peak periods. Although temperature controlled the employee may be exposed to outside weather conditions. Activity level typically requires a high level of standing/walking per shift, occasional lifting and bending. Employee should be able to function effectively at