Front Desk Agent Representative - The Springs Resort & Spa

The Springs Resort & Spa is seeking a professional and service-oriented Front Desk Agent / Guest Service Representative to join our Front Office team in Pagosa Springs, Colorado. This position plays a critical role in delivering exceptional guest experiences by managing arrivals and departures, responding to guest needs, and ensuring accurate account handling in a dynamic resort environment.

This role requires strong communication skills, attention to detail, and the ability to provide warm, consistent hospitality while maintaining operational accuracy.

Your Future Career

Guest Arrival & Departure Operations

• Welcome guests in a courteous and professional manner upon arrival and departure.
• Accurately process check-ins and check-outs using the property management system (PMS).
• Verify guest information, room assignments, rates, and payment methods.
• Provide detailed information about resort amenities, dining, spa services, and local attractions.

Guest Service & Experience Support

• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Coordinate with Housekeeping, Engineering, Spa, and Food & Beverage to fulfill service requests.
• Assist with billing inquiries, room changes, and service recovery situations.
• Identify opportunities to enhance the guest experience through personalized recommendations and upselling when appropriate.

Administrative & Operational Responsibilities

• Handle cash, credit card transactions, and guest accounts in accordance with company procedures.
• Maintain accurate and organized guest records within the PMS.
• Complete required shift reports and documentation.
• Follow safety, key control, and confidentiality procedures.
• Support operational needs during peak occupancy periods.

Team Collaboration

• Communicate effectively with supervisors and colleagues to ensure smooth daily operations.
• Participate in training sessions and team meetings.
• Uphold resort service standards and contribute to a respectful, team-oriented workplace.