Guest Service Agent ​/ Resort Front Desk Agent

Description

About Us

The Equinox Golf Resort & Spa is a historic resort destination with deep roots, a strong sense of place, and a reputation for elevated hospitality in one of New England’s most scenic destinations.

Established in 1769 and set against the backdrop of the Green Mountains, the property blends timeless charm with modern amenities, including a championship 18-hole golf course, full-service spa, multiple dining outlets, and extensive meeting and wedding space.

As a four-season destination, The Equinox attracts a diverse mix of leisure, corporate, and event guests year-round, providing team members with dynamic, well-rounded hospitality experience. For candidates who value teamwork, elevated service standards, and professional growth within a destination resort environment, The Equinox also offers the added benefit of working in the vibrant yet close-knit community of Manchester — a town known for its outdoor recreation, scenic beauty, and exceptional quality of life.

The Equinox Resort & Spa is newly managed by EOS Hospitality. Visit us online at  and  for more information about the amazing ways we’re making a difference.

Job Summary

• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Adhere to all provided service scripts when addressing guests in person or over the phone.
• Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
• Build welcome packets and issue keys as assigned.
• Direct guests as they arrive onto the property accordingly.
• Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
• Verify guests' identification upon check in and as needed upon room key requests.
• Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
• Have full knowledge of all parking options on property.
• Be informed of all events taking place on property.
• Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
• Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
• Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
• Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
• Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Working knowledge of all rates, packages, groups, and booking restrictions.
• Have a thorough working knowledge of hotel guest services/property management system.
• Awareness of guestroom availability.
• Inspect guest rooms for arrival.
• Review administered reports daily, such as in-house rooming list, arrivals and departures.
• Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
• Receive and expedite all guest messages, packages, and mail received.
• Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
• Interdepartmental communication via email and Microsoft teams
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
• Monitor completion of Front Office shift reports/communication daily.
• Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished…