Job Description



Position Summary: The Guest Service Agent is a key facilitator of the hotel guest's experience from arrival to departure. The main focus of the position is to provide a consistent, accurate friendly and sincere level of guest service to all guests. This may include in person at the front desk, as well as behind the scenes via telephone or texting systems.

Responsibilities include:

  • The  ability to display, at all times, a friendly, courteous and professional  manner in all dealings with Residences owners, Hotel guests and other  employees.
  • The  ability to welcome and register Residence owners and Hotel guests, with an  emphasis on fulfilling requests; following special handling instructions  and adhering to established credit policies and procedures.
  • The  ability to quote and be familiar with room and rate availability for  current and future dates.
  • The  ability to successfully complete a room reservation for any given time  period knowing what types of accommodations, and rates are available. In  addition, the ability to properly distinguish all said reservations as  Residences or Hotel.
  • Actively  participate in the hotel’s upgrade program during guest arrival/departure  as directed by hotel management.
  • Promptly answer  telephone calls with a warm, friendly and clear greeting.
  • Listen carefully  to requests to ensure understanding, direct calls to appropriate line and  respond with appropriate action providing accurate information.
  • Act as a liaison  between guest and security, guest services and/or engineering. Provide  timely information via paging system in response to emergencies and/or  guest requests such as, but not limited to plumbing problems, airport  transportation, etc.
  • Answer basic  inquiries such as, but not limited to time, extension numbers, outlet  hours, etc.
  • Remain calm and  polite, especially during emergency situations and/or heavy resort  activity.
  • Maintain  an alert, attentive, calm and reassuring tone of voice at all times.
  • Be attentive to  guest’s requests by communicating needs to appropriate departments in a  prompt and courteous manner.
  • Be fully aware  of all emergency procedures.
  • The  ability to recite all information regarding the Mountain Shadows  facilities, hours of operation, key personnel, special events and  activities, and functions in the hotel.
  • The  ability to assist Residence owners regarding their use options
  • The  ability to handle several telephone calls at any given time.
  • The  ability to offer adequate directions to the hotel from any location.
  • The  ability to select and block Residential rental units and hotel rooms for  arriving guests
  • The  ability to assist Residence owners and hotel guests with Concierge-type  requests; knowledge of the local area as well as Arizona areas and  attractions.
  • The  ability to handle owner and guest problems or complaints in conjunction  with Management, keeping them well informed as to the problems and actions  taken.
  • The  ability to utilize the computer system in running daily reports and  posting charges and credits.
  • The  ability to complete key packets and modify registration cards.
  • The  ability to make change, cash checks, and exchange foreign currency.
  • The  ability to maintain a balanced bank assigned to you from the Resort and to  reconcile all transactions at the close of the shift and to cash out.
  • The  ability to speak clearly and communicate via radio to other staff members.
  • The  ability to understand the tasks performed by a PBX Operator,  Reservationists, Concierge, Room Attendant, Houseperson, Valet, and Bellperson.
  • The  ability to handle Hotel emergency procedures and situations with maturity  and professionalism.
  • The ability to  perform other tasks and projects as delegated by the Director of Guest  Operations, Front Office Manager, Night Manager, or Revenue and  Reservations Manager.


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

  • Reading,  writing and oral proficiency in the English language.
  • Ability to  maintain a pleasant disposition and function efficiently in high stress/pressure  work environment. Solid interpersonal skills and positive attitude is a  must.
  • Computer  experience needed, preferably with Opera.
  • 1 Year Hotel/resort  front desk experience required.
  • Ability to stand  and/or walk continuously to perform essential job functions.
  • Ability to sit  continuously to perform essential job functions.
  • Ability  to listen effectively, to speak and write English clearly.
  • Clear,  articulate telephone voice and excellent/professional communication skills  required
  • Detailed  and sales oriented.
  • Hearing  and visual ability to observe and detect signs of emergency situations.
  • Familiarity  with the surrounding area is a plus.
  • Must adhere to practices of occupational safety and health including wearing personal protective equipment when required.


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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