Front Desk Agent Representative – The Springs Resort & Spa

Wellspring Hospitality LLC; Pagosa Springs (CO); On-site; USD 30,000 - 42,000; Full time

Job summary

The Springs Resort & Spa in Pagosa Springs, Colorado, is seeking a Front Desk Agent / Guest Service Representative to join our Front Office team. You will manage arrivals and departures, respond to guest needs, and ensure accurate account handling in a dynamic resort setting.

This role requires excellent communication, attention to detail, and a warm, consistent hospitality approach while maintaining operational accuracy.

Qualifications

• Previous hotel, resort, or customer service experience preferred.
• Strong verbal and written communication skills.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Experience with PMS is preferred.

Responsibilities

• Greet guests and manage arrivals and departures using the PMS.
• Provide information about resort amenities and local attractions.
• Handle guest inquiries, requests, and billing questions.
• Coordinate with other departments to fulfill service requests.
• Maintain accurate guest records and perform shift reporting.

Skills

PMS experience

Guest service

Communication skills

Education

High school diploma or equivalent

Tools

POS

Computer literacy

Job description

Description

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.

Requirements

Required Qualifications

• High school diploma or equivalent required.
• Previous hotel, resort, or customer service experience preferred.
• Experience with property management systems (PMS) preferred.
• Strong verbal and written communication skills.
• Basic computer proficiency and ability to learn new systems.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Physical & Work Environment Requirements

• Ability to stand and walk for extended periods during a shift.
• Ability to use computers and office equipment for prolonged periods.
• Ability to occasionally lift or move items weighing up to approximately 25 pounds.
• Ability to remain calm and professional in high-demand guest service situations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The Springs Resort & Spa is an Equal Opportunity Employer