Front Desk Agent - Full-Time

Overview

Black Desert Resort, located in the iconic red rock landscape of Southern Utah, offers a unique ultra-premium hospitality experience. The Front Desk / Guest Service Agent plays a vital role in ensuring each guest is warmly welcomed and supported throughout their stay, serving as the primary point of contact for all guest needs, from check-in to check-out and everything in between.

Job Summary:

The Front Desk / Guest Service Agent  is responsible for delivering five-star service to all guests of Black Desert Resort. This includes greeting guests, processing arrivals and departures, handling inquiries, managing reservations, and overseeing telecommunication services through the resort’s PBX system. This role requires exceptional communication skills, attention to detail, and a genuine passion for hospitality.

Job Specifications:

Onsite: Black Desert ResortShift & Schedule Availability: Year-Round / Full TimePay Rate: $16 – $17/hour. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Why Join Us:

• Competitive Benefits: Health insurance, 401K with company match, employee dining room, paid time off, exclusive resort discounts, and complimentary employee hotel stay program. 
• Dynamic Environment: Opportunity to work with an amazing team in a luxurious resort setting focused on service and hospitality.
• Career Growth: Opportunities for professional growth and advancement in the hospitality industry

Responsibilities

• Warmly greet guests upon arrival, using their name to personalize each interaction
• Efficiently process check-ins and check-outs, following resort procedures and service protocols
• Provide detailed information about resort amenities, local attractions, and services
• Handle reservation bookings, modifications, and cancellations with accuracy and professionalism
• Maintain accurate guest records and ensure confidentiality of personal information
• Respond promptly to guest inquiries, concerns, or issues with poise, empathy, and a solutions-oriented approach
• Process payments, billing inquiries, and ensure financial accuracy
• Operate the resort's PBX system, including managing incoming/outgoing calls and transferring calls to appropriate departments
• Provide telecommunication services such as wake-up calls, voicemail assistance, and message handling
• Serve as the first point of contact for guests over the phone, delivering efficient and courteous service
• Maintain internal communication systems, delivering prompt and accurate messages to both guests and staff
• Work collaboratively with the concierge, housekeeping, maintenance, and food & beverage teams to ensure a seamless guest experience

Qualifications

• 1+ year of front desk, guest services, or customer service experience, preferably in a luxury or resort environment
• Familiarity with property management systems (PMS) such as OPERA or similar platforms preferred
• Excellent verbal and written communication skills
• Strong multitasking abilities and high attention to detail
• Professional appearance and demeanor
• Ability to maintain composure in a fast-paced environment and remain solution-focused
• Availability to work a flexible schedule, including weekends, evenings, holidays, and special events
• Proficient in basic computer applications, including Microsoft Office Suite
• Utah Drivers License with acceeptable driving record

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