Front Desk Agent Representative - The Springs Resort & Spa

Wellspring Hospitality LLC; Pagosa Springs (CO); On-site; USD 21,000 - 29,000; Full time

Job summary

The Springs Resort & Spa in Pagosa Springs, CO, is looking for a Front Desk Agent / Guest Service Representative to join the Front Office team. You will manage arrivals and departures, assist guests with inquiries, and ensure accurate account handling in a dynamic resort setting.

Ideal candidates bring strong communication skills, a guest-focused attitude, and the ability to coordinate with Housekeeping, Spa, and Food & Beverage to fulfill requests while handling payments and maintaining records

Qualifications

• Requires high school diploma or equivalent.
• Hotel/resort or customer service experience preferred.
• Experience with PMS preferred.
• Strong verbal and written communication.
• Ability to multitask in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays.

Responsibilities

• Greet guests and manage check-ins/outs using PMS.
• Provide information on resort amenities, dining, spa, and local attractions.
• Coordinate with other departments to fulfill service requests.
• Handle guest billing inquiries and maintain accurate guest records.
• Complete shift reports and follow safety procedures.

Skills

Communication skills

Customer service

Multi-tasking

Computer literacy

Education

High school diploma or equivalent

Tools

PMS

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