Front Desk Agent

Location: Middleburg, VA – Full-Time

Position Summary

The Front Desk Agent serves as a primary point of contact for resort guests and is responsible for delivering a warm, welcoming, and seamless arrival and departure experience. This position handles guest check‑in and check‑out, reservations inquiries, billing questions, guest requests, and provides information about resort services and amenities while consistently delivering Forbes Five‑Star service standards.

What You’ll Do

• Warmly greet and welcome guests upon arrival.
• Process guest check‑ins and check‑outs accurately and efficiently.
• Answer incoming calls and respond promptly and professionally to guest inquiries and requests.
• Assist guests with room changes, late checkouts, billing questions, and other Front Desk needs.
• Anticipate guest needs and provide personalized service throughout the guest experience.
• Provide knowledgeable information about resort amenities, dining, spa services, activities, and local attractions.
• Promote the resort’s Guest Loyalty Program and explain applicable benefits.
• Handle cash, credit‑card transactions, and guest accounts accurately.
• Maintain accurate Front Desk reports, guest activity logs, and follow‑up documentation.
• Communicate guest preferences, special requests, and concerns to appropriate departments.
• Assist with guest concerns and service recovery, escalating issues to management when appropriate.
• Work collaboratively with Housekeeping, Reservations, Concierge, Bell/Door, and other resort departments to ensure a seamless guest experience.
• Maintain Forbes Five‑Star service and luxury hospitality standards at all times.
• Perform other duties as assigned based on operational needs.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent required.
• Previous hotel, hospitality, Front Desk, or customer service experience preferred.
• Luxury hotel or resort experience is a plus.
• Strong verbal and written communication skills.
• Strong computer skills and ability to learn hotel property management systems.
• Excellent customer service and interpersonal skills.
• Ability to multitask, prioritize, and remain organized in a fast‑paced environment.
• Professional appearance and demeanor.
• Strong attention to detail and problem‑solving skills.
• Ability to remain calm and professional when handling guest concerns.
• Bilingual English/Spanish skills preferred.
• Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays.

Benefits & Perks

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with company match
• Paid Time Off
• Paid Holidays
• Complimentary employee meals
• Complimentary uniforms
• Employee discounts on resort rooms, dining, spa, retail, and other amenities
• Friends and family discounts at Salamander Collection properties
• Career development and growth opportunities