Front Desk Agent

SRR Partners LLC; Moab (UT); On-site; USD 19,000 - 29,000; Full time

Job summary

Sorrel River Ranch is seeking a Front Desk Agent to deliver exceptional guest service and manage front desk operations. You will assist with check-in/check-out, escort guests, handle messages, and coordinate with housekeeping and maintenance.

Responsibilities include maintaining accurate room status, enforcing policies, and sharing knowledge of resort experiences and local area attractions to enhance guest satisfaction.

Qualifications

• High school diploma or GED required.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office (Excel, Word, email).
• Familiarity with MEWS and Toast is a plus.

Responsibilities

• Greet guests warmly and provide attentive service.
• Assist with check-in/check-out and escort guests to rooms.
• Coordinate with front office, housekeeping, and maintenance.
• Maintain accurate guest and room status information.
• Deliver messages and packages promptly.
• Provide information on resort experiences and local attractions.

Skills

Customer service

Communication

MS Office

MEWS

Education

High school diploma or GED

Tools

Toast

Apple devices

Job description

About The Sorrel River Ranch Experience

Sorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We’re driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.

Position Overview

The Front Desk Agent embodies the Sorrel River Ranch standard by exceeding guest expectations in all areas of service. You will manage small and large details related to guest requests and communicate necessary follow-up with the right teams. Working closely with the Front Office and Experience team, you will help implement guest itineraries and daily coordination. You will support the operations team, step up to complete whatever needs to be done, and help us improve by questioning operational norms, proposing solutions, and streamlining how we work.

Position Responsibilities

Guest Service

• Offer friendly, attentive service to every guest, greeting each one immediately with a warm and sincere welcome
• Understand, anticipate, meet, and exceed each guest’s wants and needs, and help coworkers do the same
• Resolve guest concerns quickly, efficiently, and courteously
• Listen carefully, communicate with a positive and clear voice, and provide accurate resort and area information
• Thank all guests and encourage them to return

Front Desk Operations

• Process guest check-in and check-out smoothly and accurately
• Escort guests to their rooms and assist with luggage, and provide shuttle service to and from the airport
• Deliver guest messages, mail, and packages in a timely manner
• Maintain accurate guest and room status information, including completing bucket check reviews as assigned
• Enforce credit policies and accurately balance transactions, charges, payments, and guest billing
• Verify credit cards for authorization, and accept and record vouchers and other forms of payment
• Close guest accounts at check-out and confirm guest satisfaction, escalating to a supervisor when needed
• Maintain and update group information in the resort’s records as necessary
• Operate front desk equipment, including telephone, MEWS Property Management System (PMS), fire panel, copier, calculator, key machine, and printers
• Complete all shift paperwork accurately, including the shift checklist, logbook, courtesy call back log, and other assigned forms

Sales & Local Knowledge

• Maintain knowledge of all resort experiences, including spa, hikes, guided park tours, UTV and ATV rides, Food & Beverage, and packages and promotions listed on our website
• Use suggestive selling techniques to increase revenue and support the resort’s profitability
• Stay well-acquainted with area attractions, current events, directions, and the local community

Teamwork & Communication

• Maintain consistent communication with housekeeping and engineering
• Assist the housekeeping team when necessary
• Recognize when maintenance is needed and communicate it to the appropriate team members
• Attend required meetings and pre-shift meetings
• Communicate effectively with supervisors, coworkers, and other departments

Safety & Security

• Follow all security procedures for guest room keys and master keys
• Understand and follow all resort emergency procedures
• Report any suspicious activity to management
• Perform other duties as assigned

Education & Experience

• High school diploma or GED
• CPR/First Aid certification
• Strong written and verbal communication skills
• Ability to collaborate with a team of diverse personalities
• Ability to thrive under pressure in a fast-paced, demanding environment
• High ethical standards
• Flexibility to work early mornings and later evenings as needed to meet guest needs
• Strong proficiency with Microsoft Office (Excel, Word, email)
• Familiarity with Apple products (computers, iPads, Apple TV)
• Knowledge of the Moab, Utah area is a plus
• Previous experience with MEWS and Toast is a plus

Physical Requirements

• Ability to stand for the duration of a shift (8+ hours)
• Ability to lift, carry, push, or pull 50+ pounds, such as luggage and supplies
• Ability to sit at a desk and use a computer, keyboard, and phone for extended periods
• Ability to walk throughout the property, including on uneven surfaces and stairs, and to escort guests with luggage
• Ability to bend, stoop, kneel, and reach with hands and arms
• Ability to occasionally work outdoors in varying weather conditions (heat, rain, snow)
• Ability to communicate clearly, accurately, and at a volume appropriate to a busy lobby, in person and by phone
• Ability to hear and distinguish sounds at a normal speaking level
• Visual acuity sufficient to accurately review guest accounts, paperwork, and records
• Ability to work in a moderate noise level
• Ability to drive the guest shuttle, with a valid driver’s license (if applicable)