Front Office - Front Desk Agent

Company Description

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Job Description

Position Summary

The Front Desk Agent delivers exceptional guest service and supports daily front office operations for the Meritage Resort and Spa. This role is responsible for creating a seamless arrival and departure experience while upholding Forbes-level hospitality standards.

The Front Desk Agent serves as a key point of contact for resort guests, ensuring professional and personalized service throughout each interaction. This position supports operational efficiency by accurately handling reservations, guest requests, billing procedures, and room assignments while contributing to an elevated and welcoming resort experience.

The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, enjoys engaging with guests, and is passionate about creating memorable experiences.

Key Responsibilities

What You Will Accomplish

• 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 resort services, promotions, dining outlets, winery experiences, and local attractions to enhance the guest experience.
• Support upsell 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.
• Maintain accurate guest records, cash handling procedures, and compliance with company policies, PCI standards, and safety guidelines.
• Contribute to a positive and collaborative team environment while maintaining professionalism and Forbes-level service standards at all times.
  
  

Qualifications

What You Will Bring

• 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 guest concerns with professionalism, 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 including evenings, weekends, holidays, and peak occupancy periods.
  
  

Great If You Have

• Experience in a luxury hotel or Forbes-rated resort environment.
• Knowledge of Napa Valley hospitality, wineries, dining, and local attractions.
• Bilingual communication skills.
• Previous experience with guest engagement or upselling initiatives.
  
  

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.