Front Desk Agent

Front Desk AgentSorrel River Ranch Resort & Spa | Moab, UtahSorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We're driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.The Front Desk Agent embodies the Sorrel River Ranch standard by exceeding guest expectations in all areas of service. You will manage small and large details related to guest requests and communicate necessary follow-up with the right teams. Working closely with the Front Office and Experience team, you will help implement guest itineraries and daily coordination. You will support the operations team, step up to complete whatever needs to be done, and help us improve by questioning operational norms, proposing solutions, and streamlining how we work.Position ResponsibilitiesGuest ServiceOffer friendly, attentive service to every guest, greeting each one immediately with a warm and sincere welcomeUnderstand, anticipate, meet, and exceed each guest's wants and needs, and help coworkers do the sameResolve guest concerns quickly, efficiently, and courteouslyListen carefully, communicate with a positive and clear voice, and provide accurate resort and area informationThank all guests and encourage them to returnFront Desk OperationsProcess guest check-in and check-out smoothly and accuratelyEscort guests to their rooms and assist with luggage, and provide shuttle service to and from the airportDeliver guest messages, mail, and packages in a timely mannerMaintain accurate guest and room status information, including completing bucket check reviews as assignedEnforce credit policies and accurately balance transactions, charges, payments, and guest billingVerify credit cards for authorization, and accept and record vouchers and other forms of paymentClose guest accounts at check-out and confirm guest satisfaction, escalating to a supervisor when neededMaintain and update group information in the resort's records as necessaryOperate front desk equipment, including telephone, MEWS Property Management System (PMS), fire panel, copier, calculator, key machine, and printersComplete all shift paperwork accurately, including the shift checklist, logbook, courtesy call back log, and other assigned formsSales & Local KnowledgeMaintain knowledge of all resort experiences, including spa, hikes, guided park tours, UTV and ATV rides, Food & Beverage, and packages and promotions listed on our websiteUse suggestive selling techniques to increase revenue and support the resort's profitabilityStay well-acquainted with area attractions, current events, directions, and the local communityTeamwork & CommunicationMaintain consistent communication with housekeeping and engineeringAssist the housekeeping team when necessaryRecognize when maintenance is needed and communicate it to the appropriate team membersAttend required meetings and pre-shift meetingsCommunicate effectively with supervisors, coworkers, and other departmentsSafety & SecurityFollow all security procedures for guest room keys and master keysUnderstand and follow all resort emergency proceduresReport any suspicious activity to managementPerform other duties as assignedEducation & ExperienceHigh school diploma or GEDCPR/First Aid certificationStrong customer service skillsStrong written and verbal communication skillsAbility to collaborate with a team of diverse personalitiesAbility to thrive under pressure in a fast-paced, demanding environmentHigh ethical standardsFlexibility to work early mornings and later evenings as needed to meet guest needsStrong proficiency with Microsoft Office (Excel, Word, email)Familiarity with Apple products (computers, iPads, Apple TV)Knowledge of the Moab, Utah area is a plusPrevious experience with MEWS and Toast is a plusPhysical RequirementsAbility to stand for the duration of a shift (8+ hours)Ability to lift, carry, push, or pull 50+ pounds, such as luggage and suppliesAbility to sit at a desk and use a computer, keyboard, and phone for extended periodsAbility to walk throughout the property, including on uneven surfaces and stairs, and to escort guests with luggageAbility to bend, stoop, kneel, and reach with hands and armsAbility to occasionally work outdoors in varying weather conditions (heat, rain, snow)Ability to communicate clearly, accurately, and at a volume appropriate to a busy lobby, in person and by phoneAbility to hear and distinguish sounds at a normal speaking levelVisual acuity sufficient to accurately review guest accounts, paperwork, and recordsAbility to work in a moderate noise levelAbility to drive the guest shuttle, with a valid driver's license (if applicable)