About this role
Front Desk Agent
The Grand America Hotel
Department: Rooms Division — Front Office
Reports To: Front Office Manager
FLSA Status: Non-Exempt, Full-Time
Description
The Front Desk Agent is one of the first and most important points of contact for every guest of The Grand America Hotel — a polished, professional, and welcoming presence at the heart of the lobby. From the moment of arrival through departure, the Agent manages every aspect of the guest's stay at the desk: reservations, check-in and check-out, billing, hotel information, and special requests, all delivered with the gracious, anticipatory service that defines a Grand America stay.
The role calls for exceptional attention to detail, strong communication, sound judgment, and a genuine commitment to luxury service. It is defined by the little moments at the desk that set the tone for the entire stay: a warm greeting by name, a smooth and unhurried arrival, a thoughtful answer before the question is finished, and a departure that leaves the guest already planning a return. Working hand in hand with departments across the hotel, the Front Desk Agent turns every check-in and check-out into an experience worthy of the property.
Why Work at The Grand America Hotel
The Grand America sets the standard for hospitality in Salt Lake City — a celebrated property in the heart of downtown, surrounded by acres of gardens and known for the kind of service that guests remember for a lifetime. To work here is to represent that standard and to join a team that takes genuine pride in the details that make a stay extraordinary.
• A truly distinctive setting. From elegant interiors and beautifully landscaped grounds to award-winning dining and refined amenities, you will work in one of the most respected properties in the Intermountain West.
• Real growth and development. We invest in our team members and believe in developing leaders from within. The Front Desk Agent role is the classic starting point for a career in luxury hospitality — a front-row seat to every part of the operation, supported by leaders committed to your success.
• Recognition that means something. We celebrate the team members who bring our service standards to life and make a difference for our guests every day.
• A one team, one dream culture. We foster an environment of respect and genuine support, where every team member is trusted to do their best work and is set up to succeed.
When you join The Grand America Hotel, you become part of a team dedicated to creating extraordinary experiences and to one another.
Responsibilities
Guest Experience & Operations
• Anticipate and personalize. Set a warm, gracious tone at the desk, upholding luxury service standards in language, appearance, and guest interactions at all times — including luxury language, the 10-5 Rule, and proper name usage.
• Warmly welcome and acknowledge every guest with a professional, courteous, and genuine approach.
• Complete established check-in and check-out procedures accurately and efficiently using OPERA and other hotel systems, ensuring every guest is satisfied and in the room they requested.
• Verify guest information, payment methods, room assignments, special requests, and applicable preferences at every arrival.
• Review reservations carefully ahead of arrival, identifying special requests, preferences, rate restrictions, and potential issues before the guest ever reaches the desk.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate, proper cash-handling methods and established procedures, presenting each guest with timely and precise charges at check-out and maintaining accurate hotel records.
• Courteously answer inquiries and accept reservations, in person and by telephone, communicating hotel rates and information accurately and using suggestive selling and upselling techniques to maximize guest satisfaction, room revenue, and occupancy.
• Provide guests with accurate information about hotel services, amenities, restaurants, hours of operation, local attractions, and events; remain knowledgeable about daily hotel activities, group arrivals, special events, VIPs, and operational updates.
• Create a personalized experience for VIPs, repeat guests, groups, and special occasions.
• Handle guest questions, concerns, and service recovery situations professionally and promptly using the LEARN method, involving the Manager on Duty when appropriate.
• Operate the PBX equipment: accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests, providing timely and efficient service.
• Communicate effectively with Housekeeping, Engineering, Guest Services, Concierge, Food & Beverage, Security, and other departments to fulfill guest requests, and maintain clear, timely communication with the Manager on Duty and Front Office leadership.
Luxury Service Standards
• Consistently represent The Grand America Hotel in a professional, polished, and gracious manner, maintaining a positive attitude and a willingness to assist guests and fellow team members.
• Always protect guest privacy and confidentiality, demonstrating discretion and professionalism when assisting high-profile guests, VIPs, and sensitive situations.
• Follow all hotel policies, procedures, safety standards, and service expectations, and uphold the Grand America service standards in every guest interaction.
• Maintain a clean, organized, and professional front desk area.
• Participate in training, pre-shift meetings, coaching, and ongoing professional development.
• Support fellow Front Office team members and contribute to a positive, collaborative work environment.
• Uphold the grooming and professional appearance standards that reflect the luxury experience of the property.
Qualifications
• Previous hotel, hospitality, or customer service experience preferred; luxury hotel experience is a plus.
• OPERA PMS experience preferred.
• Excellent verbal and written communication skills, with strong interpersonal and customer service instincts.
• Ability to remain calm, professional, and solution-oriented in a fast-paced, guest-facing environment.
• Strong attention to detail and organizational skills.
• Accuracy and integrity in handling cash, credit cards, guest accounts, and confidential information.
• Ability to work independently while functioning effectively as part of a team, following established procedures while exercising sound judgment.
• Professional appearance and demeanor consistent with a luxury hotel environment.
• Must have schedule flexibility, including mornings, evenings, weekends, and holiday shifts.
• Proficient conversational English language skills required.
• Physical ability to meet the demands of the job, including standing and walking for extended periods, frequent use of stairs, lifting and carrying items as required, and performing repetitive computer, telephone, and front desk functions.
The Front Desk Agent's Impact at The Grand America Hotel
• Genuine Hospitality at first hello. The Agent is the first face and the last handshake of every stay, turning a reservation into a warm, personal welcome and making every guest feel known, valued, and truly at home.
• Anticipation guests can feel. By reviewing arrivals before the guest reaches the desk and knowing the day's groups, VIPs, and happenings, the Agent answers questions before they are asked and smooths the details a guest never has to think about.
• A legacy of guests who return. The tone set at check-in shapes the entire stay — and the impression left at check-out is what brings guests back to The Grand America year after year.
• Accountability at the desk. Through accurate billing, careful cash handling, precise records, and the protection of guest privacy, the Agent safeguards both the guest's trust and the hotel's business on every single transaction.
When performed with care and excellence, the Front Desk Agent role is not simply a transaction point but the front door of the experience that makes The Grand America Hotel what it is. A successful Agent takes ownership of the guest experience, anticipates needs, communicates effectively, works collaboratively, and represents the hotel with pride and professionalism.