Front Desk Curator - Plunge Beach Resort

Job Title: Front Desk Agent Department: Rooms/Front Office Reports To: Director of Rooms Job Summary: The Front Desk Agent is responsible for managing the resort’s direct phone system and communication within departments. This role solves all reservations changes/amendments, works closely with Front desk, Housekeeping and Engineering to ensure proper and efficient operations. The Front Desk Agent overall coordinates with various resort departments to ensure seamless guest service and communication flow. Key Responsibilities: · Respond to guest calls/ inquiries, reservations email, third party extranets, SP2/Ops Tech Pro and Canary · Contact guests whose cards have declined payment 72hrs before arrival or immediately for advance purchase bookings · Assign rooms as new reservations come in and create Day Use reservations as they are received · Remind guests about the activity of the day or any new activation of the day · Following up on special requests from guests · Rush rooms with HSK and MTC by following up with both departments · VIP rooms with HSK and MTC and follow up with both departments · Coordinate with Front Desk, Housekeeping and Engineering to dispatch service requests efficiently · Handle emergency communications per resort protocols · Maintain accurate logs of calls, messages, guest requests and incidents · Maintain confidentiality and security of guests and resort information · Provide courteous and efficient service that aligns with the resort’s guest service standard · Ensure compliance with hotel policies and procedures related to room allocation · Call guests in queue who are on property waiting to be checked in once a room is available · Support Front Desk team as required during high- volume periods · Any other tasks assigned by the Front Desk Manager Qualifications: · High school diploma or equivalent; Hospitality degree preferred. · 2+ years of experience in front office, reservations, or rooms control in a hotel environment. · Proficiency in hotel PMS systems (e.g. Opera, OnQ, or similar). · Strong organizational skills and attention to detail. · Excellent communication and problem-solving abilities. · Ability to work in a fast-paced environment and handle pressure situations. Working Conditions: · Shifts include weekends, evenings, and holidays. · Primarily indoor, office-based work environment within the resort.