Front Desk Agent

About the role

The Front Desk Agent serves as the welcoming face of the property, creating memorable first and lasting impressions for all arriving, in-house, and departing guests. This role is responsible for the smooth daily operation of the front desk, ensuring seamless registration, attentive service, and accurate transactions. Front Desk Agents embody the property's service culture by anticipating guest needs, resolving concerns with confidence, and collaborating across departments to deliver exceptional experiences

As Front Desk Agent, you will

• Warmly greets guests, manage check-in and check-out processes, and assign accommodations in accordance with established procedures
• Provide personalized assistance by answering inquiries, offering recommendations, and following up promptly when additional information is required
• Demonstrate empowerment in resolving guest concerns, taking ownership of service recovery to ensure satisfaction
• Perform cashiering functions including settling folios, processing payments, and posting charges accurately
• Handle reservations, confirmations, and modifications with attention to detail and efficiency
• Transmit and receive guest communications via phone, email, text, and in-person interactions with professionalism
• Uphold service standards and property-specific guidelines at all times
• Maintain grooming and appearance standards to reflect the property's brand image
• Partner with housekeeping, concierge, and other departments to ensure guest and owner needs are met seamlessly
• Actively promote room upgrades and property amenities in alignment with availability and pricing guidelines
• Project an approachable, enthusiastic demeanor with positive tone, volume, and inflection in all guest interactions
• Other duties as assigned

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.

Qualifications & Requirements

• Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays
• Required to pass a background screen, drug test, and prove eligibility to work in the United States

Additional Information: Why Westgate?

• Comprehensive Health Benefits - Medical, Dental, and Vision Coverage
• Paid Time Off - Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay - Access Your Earnings When You Need Them
• Family-Focused Benefits - Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) - Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program - Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship - One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement - Give Back and Make an Impact