Front Desk Agent PBX - Vegas

Knightsbridge Capital Corporation•Las Vegas, NV

3d•Remote

About The Position

We Inspire People to Be More Alive About Paws Up Montana: Paws Up Montana, America’s premier luxury ranch resort, is more than a workplace—it’s a chance to be part of something extraordinary. Position: We are seeking a talented Front Desk Agent to join our team in Las Vegas, Nevada. The PBX (Hotel Communications) Agent serves as the central hub of guest communication and service coordination, ensuring seamless, anticipatory, and highly personalized experiences throughout the guest journey. Acting as the resort’s voice, this position manages front desk call operations, orchestrates guest requests across multiple departments, facilitates interdepartmental communication, and ensures every interaction reflects the elevated standards of Five-Star service. Ultimately, this role is integral to maintaining the luxury standards of the resort by delivering exceptional service, anticipating guest preferences, and ensuring operational excellence in all guest and team interactions. This position functions remotely (in the Las Vegas office of Paws Up Montana), serving as an extension of the on-property Front Desk.

Requirements

High school diploma, GED or vocational training or job-related course work, preferred College degree
Minimum 2 years of experience in the hospitality industry, preferably Front Office.
Proven experience with Microsoft Office (Outlook, Word, Excel and PowerPoint) and keyboard skills
Proficient ability to multi-task and work in a fast-paced environment information heavy while remaining organized and prioritizing workload throughout the day
Has a friendly and professional manner under periods of high demands and with guest, team members, and management

Responsibilities

Uphold Resort Standards & Values: Consistently embody the core values and service philosophy of The Resort at Paws Up, ensuring every interaction reflects the authenticity, warmth, and refined professionalism of Montana hospitality.
Deliver gracious, unhurried service with polished diction, empathy, and professional distance; personalize with name usage and documented preferences.
Uphold telephone etiquette, ensuring tone and language consistently reflect the resort’s positioning.
Maintain meticulous attention to detail by reviewing and ensuring the accuracy of all guest folios prior to departure, resolving discrepancies promptly and discreetly.
Audit all guest folios prior to departure.
Present a polished, professional demeanor across all channels of communication—whether on the phone, in person, through the communications system, or via email—ensuring written correspondence reflects proper grammar, clarity, and tone.
Engage with guests at a high level, both on the phone and virtually, demonstrating awareness of their needs and preferences; proactively fulfill special requests as directed by leadership or requested directly by the guest.
Take and log messages accurately and ensure they are delivered to the appropriate department, person, or guest.
Transfer calls to appropriate departments.
Know and be able to communicate all hotel operations; dining outlets, activities, and transportation specifically.
Receive and place In Home Dining orders; ensure working knowledge of all menu items and applicable allergies.
Understand and maintain the daily arrivals and departures board, ensuring accurate information at all times.
Audit guest waivers and communicate missing waivers.
Attend daily stand up meetings.
Audit and confirm activity postings.
Check guests in and out using the Property Management System.
Know and understand all group resumes and communications to group guests.
Answer internal and external calls promptly (within three rings), using an elegant, brand-consistent greeting; route calls accurately with minimal hold time.
Provide clear, accurate information on resort services, facilities, hours, and local recommendations; record and relay complete, legible messages; ensure timely follow-up.
Log and dispatch guest requests across all departments including Front Office, Housekeeping, Concierge, Security, and Engineering; own the request through completion and conduct a callback to confirm guest satisfaction.
Maintain awareness of on-property programming and local events to provide anticipatory guidance and enhance guest experience.
Operate the PBX/console and Maestro PMS to update guest profiles, preferences, Do Not Disturb status, and notes; generate call and request reports as needed to support seamless service coordination.
Follow established emergency call workflows for medical, security, or fire-related incidents; monitor alarms as applicable and communicate calmly, clearly, and accurately with responders and leadership.
Protect guest privacy by verifying identity before divulging information and ensuring compliance with data security standards.
Display hospitality and professionalism to our guests and team members at all times, take pride in representing The Resort at Paws Up professionally with our guests and assure that all transactions with guests are handled in a legal, ethical, and confidential manner.
Maintain a favorable working relationship with all Resort team members to foster and promote a positive working environment.
Maintain a clean and neat appearance at all times.
Perform work in a safe and high-quality manner.