Front Desk Agent

About the role

The Front Desk Agent serves as a key ambassador of El Encanto, creating a warm, gracious, and highly personalized experience for each guest. As a central point of contact throughout the guest journey, the Front Desk Agent ensures that every interaction—from arrival and check-in through departure—is seamless, thoughtful, and reflective of the exceptional level of service for which El Encanto is known. This role requires a polished and engaging hospitality professional who anticipates guest needs, takes ownership of requests, and approaches every interaction with warmth, discretion, and attention to detail. The ideal candidate thrives in a luxury environment, communicates confidently across departments, and remains composed and solutions-oriented while managing multiple priorities.

Responsibilities

• Create a warm, polished, and personalized experience for every guest from arrival through departure, consistently reflecting El Encanto's luxury service standards.
• Anticipate guest needs, provide thoughtful recommendations, and take ownership of requests, concerns, and service recovery with discretion, urgency, and genuine care.
• Maintain a professional and composed presence while protecting guest privacy and providing exceptional attention to VIPs, special occasions, and individual preferences.
• Perform check-ins and check-outs, verify reservations and guest details, process payments, and maintain accurate guest profiles and folios.
• Assist with walk-ins, same-day reservations, room upgrades, and resort offerings while identifying appropriate opportunities to enhance the guest experience and support revenue goals.
• Follow established Front Office procedures, including cash handling, credit card processing, shift balancing, reporting, and the accurate documentation of guest information.
• Communicate clearly and proactively with Housekeeping, Reservations, Engineering, Food & Beverage, and other departments to ensure seamless coordination of guest needs, room status, special requests, and daily operations.
• Maintain accurate and timely communication across shifts, including guest preferences, follow-up items, service concerns, and operational priorities.
• Demonstrate flexibility, teamwork, sound judgment, and attention to detail while managing multiple priorities in a fast-paced luxury resort environment.

Qualifications

• Previous Front Office, guest services, or luxury hospitality experience preferred.
• Exceptional interpersonal and communication skills with a genuine passion for creating memorable guest experiences.
• Professional, polished, and gracious demeanor with the ability to interact comfortably with a diverse and discerning clientele.
• Strong attention to detail and ability to maintain accuracy in a fast-paced environment.
• Demonstrated ability to anticipate needs, exercise sound judgment, and resolve guest concerns with confidence and discretion.
• Ability to manage multiple priorities while remaining calm, organized, and attentive.
• Strong teamwork skills and the ability to communicate effectively across departments.
• Comfortable using hotel property management systems, point-of-sale systems, email, and other standard workplace technology.
• Ability to maintain confidentiality and appropriately handle sensitive guest and business information.
• Flexibility to work a varied schedule based on business needs, including mornings, evenings, weekends, and holidays.
• Ability to stand and remain active for extended periods throughout the shift.
• Ability to perform repetitive computer and administrative tasks associated with Front Office operations.
• Ability to lift, carry, push, or pull reasonable amounts of weight as required to perform the essential functions of the position.
• Ability to communicate effectively with guests and colleagues in person, by telephone, and through electronic communication.