Front Desk Agent - Grande

Job Title: Front Desk Agent 
Reports To: Front Desk Supervisor/Front Office Manager
Department: Rooms 
FLSA Status: Hourly/Non-Exempt 
Supervises: None 
Overview: Serves as the hotel's first impression, managing guest arrivals, departures, service needs and driving revenue through sales of Denali tours.

Responsibilities 

• The Front Desk Agent is the first point of contact, ensuring all guests receive outstanding service, actively selling local tours, and upholding professional and operational standards
• Provide excellent customer service to all guests throughout their stay.
• Actively sell and book local tours and activities within the Denali area, serving as a knowledgeable resource for guests.
• Maintain professional behavior in accordance with the Code of Ethics and Standards of Conduct, treating all colleagues with courtesy and respect.
• Be on time and prepared for work promptly at the start of every assigned shift.
• Follow all company policies and procedures and adhere to all applicable state and federal laws while on the job.

Duties 

• Provide consistently excellent customer service to guests and colleagues.
• Professionally and pleasantly greet and process arriving and departing guests (check-in/check-out).
• Efficiently and discreetly handle guest comments, complaints, and concerns, always prioritizing the guest's best interest and satisfaction.
• Serve as the central information source for all lodge operations; maintain knowledge of hotel activities and local Denali area information to effectively answer guest questions.
• Work closely with Housekeeping, Bell Staff, and Food & Beverage teams to ensure timely service and effective communication of all guest needs and requests.
• Assist guests with reservations, general requests, and scheduling wake-up calls.
• Reconcile guest folios to ensure all charges are accurate. Obtain and secure a valid form of payment upon guest arrival.
• Maintain current Front Desk reports, ensure accurate data entry, provide thorough shift notes, and run end-of-shift reports.
• Provide Housekeeping with accurate lists of check-outs, stay-overs, and early arrivals, assisting the department as needed.
• Keep the personal work area and the overall Front Desk neat, organized, and clean. Monitor lobbies and remove trash as necessary.
• Anticipate potential issues, make sound judgments, and inform the Supervisor of any needs required to fulfill duties effectively.
• Relay important messages, maintenance requests, and guest requests promptly to the appropriate department.
• Work toward achieving operational goals set by the Front Office Manager.
• Perform other duties as assigned.

Requirements 

• Previous experience in the hospitality/tourism industry and/or customer service is required.
• Exceptional communication skills and a high sense of integrity. Must thrive on public contact and communicate positively with guests, staff, and partners (e.g., travel agents, tour operators).
• Confident, assertive decision-maker and problem-solver who can anticipate issues and make sound judgments.
• Self-motivated, detail-oriented, and maintains a positive customer service attitude.
• Proficient time management, ability to multi-task, and work efficiently under pressure.
• Computer proficiency and familiarity with basic office equipment.
• Ability to work effectively both independently and as part of a team, adapting to various personalities and cultures.
• Willingness to work approximately 40-48 hours per week, including long hours, varied shifts, split shifts, holidays, and weekends.
• Ability to stand for 8 hours. Capable of lifting fifty (50) pounds, bending, lifting, folding, and climbing stairs. Willing to assist with Housekeeping as needed.
• CPR and/or First Aid training is preferred.

Uniform 

• Hotel Provided: Vest and Name Tag.
• Associate Provided: White collared button-up shirt (long or short sleeve), denim jeans, black belt, black socks, and black closed-toe, non-slip shoes.
• Grooming: Associates are required to wash and iron their uniform components and must arrive for every shift with a professional, sharp, and clean appearance.

Updated: 12/03/2025