Luxury Front Desk Leader: Guest Experience & Ops

Black Desert Resort; Ivins (UT); On-site; USD 58,000 - 68,000; Full time

Benefits offered by this job

Comprehensive Health insurance

Paid time off

Resort discounts

Employee dining room

Yearly hotel stays

Wellness programs

Job summary

Black Desert Resort in Southern Utah seeks a Front Desk Manager to lead the front desk, bell, concierge, and guest services teams. You will oversee arrivals/departures, schedule staff, and handle guest concerns with poise, championing the Black Desert Resort brand and service standards.

The role requires 3–5 years of leadership in hospitality, proficiency with PMS systems such as OPERA or Maestro, and a passion for flawless guest experiences.

Qualifications

• Minimum of 3–5 years of front office or hospitality leadership experience.
• Strong leadership and organizational skills with the ability to manage and motivate a team.
• Working knowledge of PMS systems (e.g., OPERA, Maestro, or similar) and Microsoft Office
• Excellent communication, conflict resolution, and problem-solving abilities
• Professional appearance and demeanor, with a genuine passion for hospitality and guest experience
• Ability to work flexible hours including evenings, weekends, and holidays
• Familiarity with transportation coordination, concierge services, and luxury guest service standards is a plus

Responsibilities

• Manage all aspects of front desk operations including check-in, check-out, room assignments, billing, and guest relations
• Supervise, train, schedule, and develop front desk agents, concierge staff, bell attendants, and valet (as applicable)
• Ensure excellent guest service at every touchpoint and act as the escalation point for guest complaints and service recovery
• Collaborate with Housekeeping, Engineering, Reservations, and Food & Beverage to ensure smooth daily operations and effective room readiness
• Monitor and manage front office supplies, key control, lost and found, and financial reporting (daily cash, deposits, and shift closeouts)
• Maintain knowledge of resort services, amenities, packages, and special events to provide accurate and proactive information to guests
• Ensure compliance with all safety, security, and brand standards, and maintain a professional work environment
• Oversee the coordination of the resort airport shuttle service, including scheduling, communication, and guest pickups/drop-offs
• Work closely with leadership to implement front desk SOPs, guest service training, and cross-departmental collaboration initiatives
• Participate in hiring, performance reviews, and progressive discipline in accordance with HR policies

Skills

Leadership

Communication

PMS knowledge

Guest service

Tools

OPERA

Maestro

Job description

Black Desert Resort in Southern Utah seeks a Front Desk Manager to lead the front desk, bell, concierge, and guest services teams. You will oversee arrivals/departures, schedule staff, and handle guest concerns with poise, championing the Black Desert Resort brand and service standards.

The role requires 3–5 years of leadership in hospitality, proficiency with PMS systems such as OPERA or Maestro, and a passion for flawless guest experiences.