Front Desk Agent

Job description

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth. Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment Job Description Position Summary The Front Desk Agent provides exceptional, personalized service while supporting daily front office operations, ensuring smooth arrivals and departures and accurate handling of reservations, billing, and guest requests in line with high hospitality standards. The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, enjoys engaging with guests, and is passionate about creating memorable experiences. What You Will Accomplish Key Responsibilities Welcome guests with a warm, professional, and engaging demeanor while delivering exceptional customer service throughout the check-in and check-out process. Process guest arrivals and departures efficiently, including room assignments, payment handling, billing accuracy, and key issuance. Anticipate guest needs and provide personalized service by responding to requests, offering resort information, and assisting with local recommendations and amenities. Maintain strong knowledge of hotel services, promotions, dining outlets, and local attractions to enhance the guest experience. Support upsells opportunities including room upgrades, resort experiences, and special packages while maintaining a guest-focused approach. Handle guest concerns and service recovery situations professionally and promptly, escalating issues when appropriate to ensure guest satisfaction. Coordinate closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office team members to ensure seamless communication and operations. Maintain accurate guest records, cash handling procedures, and compliance with company policies, PCI standards, and safety guidelines. Contribute to a positive and collaborative team environment while always maintaining professionalism and Forbes-level service standards. What You Will Bring Qualifications Minimum 1–2 years of front desk, guest services, or hospitality experience preferred, ideally within a hotel or resort environment. Passion for hospitality and creating elevated guest experiences. Strong communication, interpersonal, and customer service skills. Ability to remain professional and composed in a fast-paced, high-volume environment. Strong organizational skills with attention to detail and accuracy. Ability to handle guests concerns professionalism, empathy, and diplomacy. Experience with hotel PMS systems, POS systems, and Microsoft Office applications preferred. Basic understanding of front office operations including reservations, cashiering, billing, and guest relations. Ability to work flexible schedules include evenings, weekends, holidays, and peak occupancy periods. Great If You Have Experience in a luxury hotel or Forbes-rated resort environment. Knowledge of dining, and local attractions. Bilingual communication skills. Previous experience with guest engagement or upselling initiatives. OS&E Coordinator – New Hotel Opening Position Summary The OS&E Coordinator is responsible for planning, purchasing, tracking, receiving, storing, and distributing all Operating Supplies & Equipment (OS&E) required for the successful opening of the hotel. This role works closely with the project team, ownership, procurement, contractors, designers, and hotel department leaders to ensure all operational supplies, furniture, fixtures, equipment, and office materials are installed, organized, and ready for opening day. Key Responsibilities Coordinate all OS&E procurement activities from project initiation through hotel opening. Develop and maintain OS&E budgets, inventories, procurement schedules, and tracking reports. Coordinate receiving, warehousing, inventory control, and distribution of all OS&E items. Assist with the delivery, assembly, placement, and installation of furniture, fixtures, and operational equipment throughout the hotel. Support the setup and organization of guest rooms, public spaces, back-of-house areas, offices, and operational departments. Assist department leaders with setting up offices, including furniture placement, office supplies, filing systems, and operational materials. Coordinate the movement and relocation of furniture, equipment, and supplies as operational needs change during the pre-opening phase. Work alongside contractors, vendors, and hotel staff to ensure departments are fully equipped and operational according to the opening schedule. Conduct quality inspections of delivered goods and report damaged, missing, or incorrect items. Maintain accurate inventory records, asset documentation, and storage organization. Monitor purchase orders, invoices, and expenditures to ensure budget compliance. Assist with room and departmental installations, mock operations, and opening readiness activities. Support hotel leadership with special projects and operational tasks necessary to achieve a successful opening. Physical Requirements: While performing the duties of this job, the employee is frequently required to walk, stand, crouch/bend/stoop, reach, smell, and push/pull, the employee is constantly required to hear and talk. The employee must occasionally sit, grasp, and lift objects weighing up to 50 pounds or more. Specific vision abilities constantly required are near vision and occasionally required include close and far vision. Finger dexterity is required to operate a point-of-sale system, use of a jigger, and stirring with a bar spoon. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. - We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.