What are the responsibilities and job description for the Front Desk Agent position at The Westin La Paloma Resort & Spa?
Division Westin La Paloma Resort and Spa
Description
The Front Desk Agent serves as the first point of contact for guests, playing a key role in creating a positive and welcoming experience from arrival to departure. This position directly influences guest satisfaction, brand perception, and overall operational efficiency through professional service and attention to detail.
How You'll Shape The Experience & Future
Successful completion of a background check is required prior to employment
EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.
Description
The Front Desk Agent serves as the first point of contact for guests, playing a key role in creating a positive and welcoming experience from arrival to departure. This position directly influences guest satisfaction, brand perception, and overall operational efficiency through professional service and attention to detail.
How You'll Shape The Experience & Future
- Greet and welcome guests in a warm and professional manner, setting the tone for an exceptional stay.
- Manage check-ins and check-outs accurately, ensuring seamless transactions and proper guest record management.
- Respond promptly to guest inquiries via phone and in person, offering information about hotel amenities and local attractions.
- Process reservations, payments, and room assignments while maintaining accuracy and confidentiality.
- Collaborate with housekeeping and maintenance teams to ensure rooms are ready for arrival and guest needs are met quickly.
- Address and resolve guest concerns with professionalism and empathy to ensure a positive outcome.
- Maintain a clean, organized, and professional front desk area that reflects the hotel's standards of excellence.
- Provide concierge support by recommending dining, entertainment, and transportation options.
- Adhere to all hotel policies, safety, and security procedures.
- Ability to perform job-related physical activities, including standing or sitting for extended periods, lifting and carrying items as needed, and performing movements such as bending, twisting, and reaching to effectively complete duties.
- Other duties as assigned.
- Exceptional interpersonal and communication skills.
- High attention to detail and accuracy in handling guest records and financial transactions.
- Strong multitasking and problem-solving abilities in a fast-paced environment.
- Customer-focused mindset with a professional and approachable demeanor.
- Collaborative attitude and ability to work effectively with other departments.
- Adaptability to flexible scheduling, including weekends and holidays.
- Previous experience in hospitality, customer service, or a front desk role preferred.
- Proficiency in Microsoft Office; experience with property management systems (PMS) is a plus.
- Demonstrated success in providing high-quality guest service in a dynamic environment.
- High school diploma or equivalent required.
- Coursework or degree in hospitality management or a related field preferred.
- Medical, dental, and vision (HSA available)
- Company-paid disability & life insurance
- Employee Assistance Program
- Supplemental benefits
- 401(k) with match
- Employee discounts
- Paid vacation & sick time
Successful completion of a background check is required prior to employment
EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.