Front Desk Agent - Airport

Join the Team at Montana's Premier Luxury Ranch Resort!

About Paws Up Montana:

Nestled on a breathtaking 37,000-acre ranch, Paws Up Montana embodies the spirit of the American West. As a family-owned, award-winning destination, we inspire both guests and team members alike.

Purpose:

We are seeking a talented Front Desk Agent- Airport to join our team. The Front Desk Agent- Airport will serve as the first point of contact for guests arriving at Missoula International Airport, warmly greeting them with professionalism and genuine hospitality. This role ensures the beginning of each guest’s stay is seamless, welcoming, and aligned with the elevated standards of service expected throughout their resort experience.

This role blends front desk professionalism with logistical precision, warmly welcoming guests, managing multi-channel communication, facilitating reservations, and addressing service requests with professionalism and efficiency. The position also supports concierge services, transportation logistics, and interdepartmental collaboration to deliver personalized, high-touch service. By consistently embodying the resort’s luxury standards and guest-first philosophy, this role plays a critical part in shaping memorable stays, resolving concerns with grace, and upholding operational excellence in all guest-facing responsibilities.

Ultimately, this role is integral to maintaining the luxury standards of the resort by delivering exceptional service, anticipating guest preferences, and ensuring operational excellence in all guest-facing interactions.

What We Offer:

• Career Development and Advancement Opportunities

• Employee Assistance Program (5 free counseling sessions)
• Referral Bonus Program (Get paid $250 to recruit)
• Carpool Reimbursement ($5-$20/Day)
• Employee Discounts on Merchandise (30% on select items in our retail store)
• Employee lunch provided

Primary Responsibilities:

• Audit daily arrivals and departures, verifying accuracy of guest flight information and ensuring timely communication with all operational departments.
• Monitor daily arrivals and ensure appropriate team coverage for personalized greetings.
• Greet arriving and departing guests at the airport; capture required waivers and credit card authorizations efficiently and accurately.
• Answer all incoming calls promptly and professionally, using Forbes service language and tone.
• Serve as the first point of contact for guest service recovery situations, responding with empathy and a solution-oriented mindset.
• Proactively manage and follow up on guest requests via phone, Fetch, and other platforms.
• Provide thorough, accurate information on resort amenities, transportation, and activities.
• Ensure Lexus Guest Profile entries are completed accurately in accordance with our Lexus partnership standards.
• Monitor daily arrivals and ensure appropriate team coverage for personalized greetings.
• Analyze guest feedback, identify trends, and collaborate with leadership to improve service and overall guest satisfaction.
• Remain flexible with open availability to support the unexpected needs of the resort, including cross-department support.
• Uphold a consistently positive and professional attitude, especially under pressure or during peak periods.
• Perform regular shift audits and communication logs to ensure continuity and completeness of service.
• Maintain clear and respectful communication with all departments and proactively support teamwork across the resort.
• Maintain Forbes-ready work areas with a clean, organized, and service-focused environment.
• Protect all guest information, past, present, and future, from disclosure to anyone outside the organization.
• Refrain from discussing guest details, itineraries, room numbers, or stay patterns unless required for internal operations.
• Use secure systems and communication channels when handling personal, billing, or travel information.
• Adhere strictly to resort policies on data privacy, non-disclosure, and guest confidentiality.
• Understand that confidentiality is a cornerstone of the guest trust and a non-negotiable standard of luxury service.
• Work both on property and at the Missoula Airport.

Supportive Functions and Responsibilities:

• Display hospitality and professionalism to our guests and team members at all times, take pride in representing Paws Up professionally with our guests and ensure that all transactions with guests are handled in a legal, ethical, and confidential manner.
• Maintain a favorable working relationship with all Paws Up team members to foster and promote a positive working environment.
• Maintain a clean and neat appearance at all times.
• Perform work in a safe and high-quality manner.
• Pick-up/drop-off guests from the airport, their accommodations and various locations on property
• Drive and operate gasoline or diesel-powered multi-passenger vehicles to transport guests safely
• Assist any other function of Front Office team as needed

Educational, Experience, Licensure Required:

• High school diploma, GED or vocational training or job-related course work, preferred College degree
• Minimum 2 years of experience in the hospitality industry, preferably Front Office.
• Proven experience with Microsoft Office (Outlook, Word, Excel and PowerPoint) and keyboard skills
• Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day
• Has a friendly and professional manner under periods of high demands and with guest, team members, and management
• Valid State Driver’s License

Paws Up Montana provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.