Guest Services Agent — Front Desk Expert

Midas Hospitality; Durango (CO); On-site; USD 32,000 - 42,000; Full time

Job summary

Midas Hospitality is seeking a Front Desk Agent / Guest Services Agent to join our hotel team. You will be the first and last impression for guests, delivering outstanding customer service through the check-in, stay, and check-out experience.

The ideal candidate enjoys interacting with people, solving problems, and working in a fast-paced environment while maintaining a welcoming and professional atmosphere.

Qualifications

• Previous customer service, hospitality, hotel, retail, or related experience preferred but not required.
• High school diploma or equivalent preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to provide exceptional guest service while maintaining professionalism in a fast-paced environment.
• Basic computer skills and ability to learn hotel Property Management Systems (PMS).

Responsibilities

• Welcome guests with a friendly and professional attitude while completing efficient check-in and check-out procedures.
• Process reservations, modifications, and cancellations according to hotel, brand, and company standards.
• Maintain knowledge of room types, rates, packages, promotions, and availability.
• Utilize suggestive selling techniques and participate in hotel programs to maximize room revenue and guest satisfaction.
• Accurately collect payments, post charges, process credit card transactions, and follow all cash handling procedures.
• Promote and enroll eligible guests into hotel loyalty and rewards programs.
• Respond to guest questions regarding hotel services, amenities, local attractions, dining options, and transportation.
• Resolve guest concerns and service challenges promptly while escalating issues when appropriate.
• Communicate effectively with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.
• Maintain accurate front office records, shift reports, logs, and guest information.
• Complete daily Front Desk procedures including shift checklists, room status reviews, housekeeping communication, and report verification.
• Handle guest mail, packages, messages, and special requests according to hotel procedures.
• Maintain a clean, organized, and professional Front Desk and lobby area.
• Understand emergency procedures and assist during emergency situations as necessary.
• Follow all hotel safety policies, security procedures, and standard operating procedures.
• Complete additional assignments and projects as requested by hotel leadership.

Skills

Customer service

Hospitality

Communication

Problem-solving

Cash handling

PMS basics

Education

High school diploma or equivalent

Tools

PMS

Job description

Midas Hospitality is seeking a Front Desk Agent / Guest Services Agent to join our hotel team. You will be the first and last impression for guests, delivering outstanding customer service through the check-in, stay, and check-out experience.

The ideal candidate enjoys interacting with people, solving problems, and working in a fast-paced environment while maintaining a welcoming and professional atmosphere.