Hotel Guest Service Associate

Front Desk Agent

Job Summary:

As a Front Desk Agent, you will be the first point of contact for guests, delivering outstanding service through check-in, check-out, and daily guest interactions. You’ll ensure a smooth and welcoming experience from arrival to departure. Some Night Audit shifts required, depending on scheduling.

Responsibilities:

• Greet guests, process check-ins/outs, and answer inquiries

• Handle reservations and guest requests efficiently

• Maintain accurate guest records and payments

• Communicate with housekeeping, maintenance, and management to ensure guest satisfaction

• Assist all guests and customers entering the hotel who need access to the Rooftop Bar or Durango Cocina restaurant, including greeting, verifying access if needed, and providing clear directions

• Assist with elevator access as needed to ensure smooth and secure guest movement throughout the property

•  Maintain an active presence in the lobby, remaining on your feet for extended periods and staying alert to immediately acknowledge and assist guests as they enter the hotel

• Able to handle guest complaints calmly and professionally, ensuring prompt resolution and maintaining a high level of guest satisfaction

Qualifications:

• Excellent communication and customer service skills

• Prior front desk or hospitality experience preferred but not required

• Familiarity with hotel PMS systems is a plus (PEP)