Guest Services Concierge – Front Desk

Fontainbleau; Las Vegas (NV); Hybrid; USD 23,000 - 33,000; Full time

Job summary

Fontainebleau Las Vegas is seeking a Front Desk Agent to deliver exceptional guest service during check-in and check-out. You will assist guests, manage inquiries, and coordinate with hotel departments to ensure a seamless experience.

The role requires strong communication, organization, and a professional, welcoming demeanor. Flexible scheduling including nights, weekends, and holidays is expected.

Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent is required.
• Previous experience in a front desk, guest services, or customer-facing role within the hotel or hospitality industry is preferred but not mandatory.
• Excellent communication and interpersonal skills, with the ability to engage with guests from diverse backgrounds and cultures.
• Strong organizational and multitasking abilities to manage guest inquiries, check-ins, and other front desk responsibilities efficiently.
• Proficiency in using hotel reservation systems, property management systems (PMS), and other front office software.
• Customer-centric mindset with a passion for delivering exceptional guest experiences.
• Attention to detail to ensure accurate guest information, reservations, and billing.
• Professional appearance and conduct, with a warm and welcoming demeanor.
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends.
• Work in a fast-paced, busy, and somewhat stressful environment.

Responsibilities

• Greet guests warmly and efficiently handle their check-in and check-out procedures.
• Provide a personalized experience, ensuring their preferences and special requests are met.
• Assist guests with inquiries, requests, and information about the hotel's facilities, services, and local attractions, striving to exceed guest expectations.
• Respond promptly to guest inquiries, concerns, and complaints with empathy and professionalism.
• Take ownership of any issues and follow through to ensure guest satisfaction.
• Answer phone calls and respond to emails professionally, addressing guest inquiries and routing calls to the appropriate departments.
• Manage cash transactions accurately and responsibly, including guest payments, room deposits, and cash float reconciliation.
• Maintain the front desk area, ensuring it is organized, clean, and presentable at all times.
• Handle guest complaints or issues promptly, taking ownership to resolve concerns and elevate matters to the Front Office Manager when necessary.
• Maintain guest privacy and uphold hotel security procedures, verifying guest identification and providing secure access to guest rooms.
• Foster positive guest relations by demonstrating a courteous and professional demeanor and anticipating guest needs.
• Identify opportunities to upsell hotel services, room upgrades, and packages to enhance the guest experience.
• Coordinate with other hotel departments, such as housekeeping, engineering, and reservations, to meet guest requirements and ensure seamless operations.
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.

Job description

Fontainebleau Las Vegas is seeking a Front Desk Agent to deliver exceptional guest service during check-in and check-out. You will assist guests, manage inquiries, and coordinate with hotel departments to ensure a seamless experience.

The role requires strong communication, organization, and a professional, welcoming demeanor. Flexible scheduling including nights, weekends, and holidays is expected.