Front Desk Agent

Starting at $22.00/hour | Full-Time

Join our hospitality team and help create unforgettable guest experiences. As an Experienced Front Desk Agent III, you will be a highly skilled and trusted front office professional responsible for delivering elevated guest service, supporting operational accuracy, and acting as a technical expert within the Guest Experience team. This role requires prior luxury hotel experience and strong proficiency in hotel front office systems, particularly OPERA PMS.

This is an advanced non-entry-level position for an experienced hospitality professional who thrives in a fast-paced luxury environment, demonstrates strong independent judgment, and proactively enhances both guest satisfaction and operational efficiency.

Classification: Non-Exempt

Position Summary

The Experience Front Desk Agent III serves as a senior front office resource within the Guest Experience team, providing advanced guest service support, operational expertise, and system knowledge while ensuring the highest level of luxury hospitality standards are consistently delivered.

This role supports Guest Experience Managers (GEMs) with key administrative and operational functions, including commission processing, group blocks, sign-in documentation, transportation tracking, and other departmental reporting needs. The Experience Front Desk Agent III is also responsible for training new agents with minimal supervision and ensuring consistent service standards across the team.

This position requires strong proficiency in OPERA PMS, including billing corrections, folio management, and group reservation handling. The ideal candidate is a proactive problem solver who anticipates guest needs, resolves issues efficiently, and actively contributes to process improvement initiatives.

Essential Responsibilities

• Maintain a strong, visible presence at the front desk while delivering personalized, anticipatory guest service.
• Demonstrate advanced proficiency in OPERA PMS, including billing adjustments, reopening and correcting folios, group reservations, rooming lists, and special billing requests.
• Support Guest Experience Managers with administrative and operational tasks, including:
• • Commission payment tracking and processing
  • AA group block management
  • Daily/weekly sign-in sheets
  • Transportation scheduling and weekly reporting
• Assist in training new Guest Service Agents with minimal supervision, reinforcing technical skills and service standards.
• Provide knowledgeable assistance across concierge and guest service functions, resolving guest issues efficiently and professionally.
• Act as a resource for complex guest inquiries, ensuring solutions align with GEM and General Manager guidelines while balancing guest satisfaction and hotel profitability.
• Proactively identify and recommend process improvements to enhance department efficiency and guest experience.
• Respond to and actively follow up on items within the GE Log, ensuring timely resolution and guest satisfaction.
• Support night audit operations and be trained and scheduled to work at least two night audit shifts per month.
• Maintain professionalism, attention to detail, and consistent adherence to luxury service standards.
• Deliver service that reflects The Westgate Hotel’s commitment to excellence in hospitality.
• Perform additional duties as assigned to support front office operations.

Qualifications

• High school diploma or equivalent required; hospitality or business education preferred.
• Minimum 2–4 years of front desk experience in a luxury or upscale full-service hotel required.
• Strong OPERA PMS experience required (billing, group reservations, folios, and reporting).
• Previous experience in luxury hospitality strongly preferred.
• Night audit experience or willingness to be fully trained and work night audit shifts required.
• Strong understanding of hotel operations, concierge services, and guest experience standards.
• Proven ability to train and support new employees with limited supervision.
• Excellent problem-solving skills with a proactive, guest-first mindset.
• Strong communication, organizational, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexible schedule including evenings, weekends, holidays, and overnight shifts as required.

Success Measures

• Accuracy and efficiency in OPERA PMS transactions and billing corrections
• Timely completion of administrative and reporting tasks
• Guest satisfaction and service recovery performance
• Quality and effectiveness of new hire training support
• Responsiveness and follow-through on GE Log items
• Contribution to process improvements and operational efficiencies
• Consistency in delivering luxury service standards

Benefits & Perks

• Medical, Dental, Vision, and Voluntary Benefits
• 401(k) Retirement Plan
• Wellness and Employee Assistance Program
• PerkSpot Employee Discount Program
• Hotel Stay Discounts
• Employee Meals
• AquaVie Fitness & Spa Membership Discount
• Training and Career Growth Opportunities
• Discounts at Grand America Hotels & Resorts properties
• Convenient access to trolley station and downtown bus routes

Our Culture

We believe in “People First and Guests Always.” We are committed to creating a supportive work environment where team members are valued, respected, and empowered to deliver memorable guest experiences.

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally.
• Ability to bend, stoop, reach overhead, and frequently handle objects.
• Ability to work in a fast-paced hospitality environment with varying levels of guest interaction and activity.

Additional Information

This is a non-exempt hourly position. A flexible schedule is required based on business needs, including evenings, weekends, holidays, and overnight shifts.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description is intended to describe the general nature and level of work being performed. Duties and responsibilities may change at any time based on business needs.