Description The Springs Resort & Spa is seeking a professional and service-oriented Front Desk Agent / Guest Service Representative to join our Front Office team in Pagosa Springs, Colorado. This position plays a critical role in delivering exceptional guest experiences by managing arrivals and departures, responding to guest needs, and ensuring accurate account handling in a dynamic resort environment. This role requires strong communication skills, attention to detail, and the ability to provide warm, consistent hospitality while maintaining operational accuracy. Your Future Career Guest Arrival & Departure Operations • Welcome guests in a courteous and professional manner upon arrival and departure. • Accurately process check-ins and check-outs using the property management system (PMS). • Verify guest information, room assignments, rates, and payment methods. • Provide detailed information about resort amenities, dining, spa services, and local attractions. Guest Service & Experience Support • Respond promptly and professionally to guest inquiries, requests, and concerns. • Coordinate with Housekeeping, Engineering, Spa, and Food & Beverage to fulfill service requests. • Assist with billing inquiries, room changes, and service recovery situations. • Identify opportunities to enhance the guest experience through personalized recommendations and upselling when appropriate. Administrative & Operational Responsibilities • Handle cash, credit card transactions, and guest accounts in accordance with company procedures. • Maintain accurate and organized guest records within the PMS. • Complete required shift reports and documentation. • Follow safety, key control, and confidentiality procedures. • Support operational needs during peak occupancy periods. Team Collaboration • Communicate effectively with supervisors and colleagues to ensure smooth daily operations. • Participate in training sessions and team meetings. • Uphold resort service standards and contribute to a respectful, team-oriented workplace. Requirements Required Qualifications • High school diploma or equivalent required. • Previous hotel, resort, or customer service experience preferred. • Experience with property management systems (PMS) preferred. • Strong verbal and written communication skills. • Basic computer proficiency and ability to learn new systems. • Ability to manage multiple tasks in a fast-paced environment. • Ability to work a flexible schedule, including evenings, weekends, and holidays. Physical & Work Environment Requirements • Ability to stand and walk for extended periods during a shift. • Ability to use computers and office equipment for prolonged periods. • Ability to occasionally lift or move items weighing up to approximately 25 pounds. • Ability to remain calm and professional in high-demand guest service situations. • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The Springs Resort & Spa is an Equal Opportunity Employer