Front Desk Agent

Phoenix, AZ, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

Flexible work schedules

Job Description

Pacific Hospitality Group is a distinguished hospitality company known for its owner/operator business model that emphasizes long-term growth and value creation for investors, guests, and team members alike. As a family-focused organization, the company is deeply committed to fostering a supportive environment where staff can thrive, grow, and build rewarding careers. The company’s core mission revolves around enriching lives by delivering memorable experiences, contributing positively to the community, and honoring a set of fundamental values rooted in integrity and respect. Operating within the luxury hospitality sector, Pacific Hospitality Group manages a portfolio of properties that uphold high standards of service, presentation, and customer care. Their approach is centered on principled entrepreneurship, customer-centric service, continuous knowledge building, and embracing change with humility and a spirit of fulfillment.

Pacific Hospitality Group is currently hiring for the position of Front Desk Agent, a pivotal role within the guest experience team at their luxury hotel properties. This role is essential in managing front office operations, welcoming guests, handling reservations, billing, and ensuring a seamless check-in/check-out process. The Front Desk Agent acts as the first and last point of contact for guests, responsible for creating a positive and lasting impression by offering personalized, attentive service at every interaction. The successful candidate will be a polished hospitality professional who thrives in fast-paced, dynamic environments and is passionate about exceeding guest expectations through superior communication and a genuine desire to serve.

The Front Desk Agent will work closely with various hotel departments such as housekeeping, engineering, security, reservations, food and beverage, and management to coordinate a smooth workflow and respond proactively to guest needs and requests. This includes managing guest concerns with professionalism and empathy, supporting upsell initiatives for room upgrades and experiences, and maintaining meticulous records to ensure financial accuracy and compliance with industry standards including PCI regulations. Candidates will be expected to uphold the brand’s reputation for Forbes-level service quality by demonstrating a customer-first attitude and fostering an atmosphere of teamwork and respect amongst colleagues.

This position requires flexibility to work various shifts including evenings, weekends, holidays, and busy peak seasons. Preferred candidates will have prior experience in luxury hotel or resort settings, with familiarity in hospitality PMS, POS systems, and Microsoft Office applications. Bilingual capabilities and knowledge of local attractions or dining options will be considered a strong asset. The Front Desk Agent role offers excellent opportunities for personal and professional development in a supportive and purposeful organization dedicated to sustainable hospitality excellence. Pacific Hospitality Group is an equal opportunity employer committed to diversity and inclusion in all employment practices.

Job Requirements

Minimum 1-2 years of front desk, guest services, or hospitality experience preferred
Passion for hospitality and customer service
Strong communication and interpersonal skills
Ability to stay professional in fast-paced environments
Strong organizational skills and attention to detail
Ability to manage guest concerns with empathy and diplomacy
Experience with PMS, POS, and Microsoft Office preferred
Basic knowledge of reservations, cashiering, billing, and guest relations
Flexibility to work evenings, weekends, holidays, and peak periods

Job Qualifications

Minimum 1-2 years of front desk, guest services, or hospitality experience preferred, ideally within a hotel or resort environment
Passion for hospitality and creating elevated guest experiences
Strong communication, interpersonal, and customer service skills
Ability to remain professional and composed in a fast-paced, high-volume environment
Strong organizational skills with attention to detail and accuracy
Ability to handle guests concerns professionally, empathy, and diplomacy
Experience with hotel PMS systems, POS systems, and Microsoft Office applications preferred
Basic understanding of front office operations including reservations, cashiering, billing, and guest relations
Ability to work flexible schedules include evenings, weekends, holidays, and peak occupancy periods

Job Duties

Welcome guests with a warm, professional, and engaging demeanor while delivering exceptional customer service throughout the check-in and check-out process
Process guest arrivals and departures efficiently, including room assignments, payment handling, billing accuracy, and key issuance
Anticipate guest needs and provide personalized service by responding to requests, offering resort information, and assisting with local recommendations and amenities
Maintain strong knowledge of hotel services, promotions, dining outlets, and local attractions to enhance the guest experience
Support upsells opportunities including room upgrades, resort experiences, and special packages while maintaining a guest-focused approach
Handle guest concerns and service recovery situations professionally and promptly, escalating issues when appropriate to ensure guest satisfaction
Coordinate closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office team members to ensure seamless communication and operations