Front Desk Agent

Job Description

Job Description

Description:

At Murrieta Hot Springs Resort, we are dedicated to creating unforgettable guest experiences through exceptional service, wellness, and hospitality. Join our team and be part of a vibrant, guest-focused environment where your skills make a lasting impact.

The Front Desk Agent is often the first and last point of contact for our guests. This role focuses on providing friendly, efficient service, handling check-in and check-out procedures smoothly, and responding to guest needs in a timely and professional manner. The Front Desk Agent represents the property by maintaining a welcoming attitude, clear communication, and a strong commitment to guest satisfaction.

Core Responsibilities:

• Warmly welcome and efficiently check in/out guests, delivering personalized service at every interaction
• Assist with pre-registration, room assignments, and special requests, ensuring guest preferences and VIP status are recognized and honored
• Accurately post all charges to guest folios, maintaining meticulous attention to detail
• Maintain full proficiency in Front Office systems and software, managing all transactions with accuracy and efficiency
• Handle all forms of payment, including cash, check, and credit cards, ensuring correct processing and confidentiality
• Understand and communicate resort offerings, including dining, spa, recreational amenities, and exclusive guest experiences
• Maintain knowledge of hotel property, staff, services, and hours of operation; provide clear, tailored directions and recommendations to guests
• Operate PBX and manage guest calls professionally, ensuring prompt, courteous service • Collaborate proactively with Concierge, Housekeeping, F&B, and other departments to coordinate guest requests, VIP arrivals, and special amenities
• Follow established resort procedures for cancellations, relocations, upgrades, and same-day reservations, balancing guest satisfaction with operational efficiency
• Ensure the Front Desk workspace is organized, sanitized, and fully stocked with all necessary materials for optimal service
• Perform other duties as assigned to enhance the guest experience

Knowledge, Skills, and Competencies

• Guest Service Mindset: Anticipates and meets guest needs with professionalism and a friendly, approachable demeanor.
• Communication: Clear and effective in both verbal and written interactions, ensuring information is conveyed accurately and courteously.
• Attention to Detail: Maintains accuracy in transactions, reporting, and guest interactions.
• Problem Solving: Handles guest concerns calmly and efficiently, finding solutions under pressure.
• Team Collaboration: Builds positive working relationships while respecting confidentiality and professionalism.
• Adaptability: Flexible and reliable, able to work varied schedules including weekends, holidays, and peak periods.

Physical Requirements:

• Ability to stand, sit, and walk for varying durations, often for extended periods.
• Safely lift, carry or push/pull up to 50 pounds of guest luggage or supplies, using proper lifting techniques
• Strong written and verbal communication skills with guests and colleagues, including providing directions, property information, answering questions, and delivering exceptional service
• Demonstrated physical abilities, including grasping, writing, standing, sitting, walking, repetitive motions, pushing, pulling, listening, hearing, and visual acuity.

Associate Benefits:

401(k) Retirement Plan

401(K) Matching

Comprehensive Medical, Dental, and Vision Insurance

Employee Assistance Program

Flexible Spending Account

Life Insurance Coverage

Paid Time Off & Floating Holidays

Paid Sick Leave

Associate Perks:

Associate Discounts on Dining, Retail & Services

Complimentary Gym Access

Discounted Resort Stays

Exclusive Soaking Privileges

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

Employment is contingent upon successful completion of a background check and verification of work authorization, in compliance with applicable federal and California law.

$19.00 Hourly

Part-Time