Front Desk Agent PBX - Vegas

Front Desk Agent

Paws Up Montana, America's premier luxury ranch resort, is more than a workplaceit's a chance to be part of something extraordinary. 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.

What We Offer:

• Medical, Dental, Vision Insurance
• 401K with Employer Match
• Paid Time Off 9 Floating Holidays and 15 Personal Days
• Career Development and Advancement Opportunities
• Life Insurance, Long Term, and Short-Term Disability
• Employee Assistance Program (5 free counseling sessions)
• Referral Bonus Program (Get paid $250 to recruit)
• Carpool Reimbursement ($5-$20/Day)
• Employee Discounts on Merchandise (30% on select items in our retail store)

Primary Functions and Responsibilities

Paws Up Standards and Values

• 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.

Guest Communications & Billing

• 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 communicationwhether on the phone, in person, through the communications system, or via emailensuring 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.

Request Orchestration & Follow-Through

• 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.

Systems & Technical

• 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.

Safety & Emergency Readiness

• 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.

Supportive Functions and Responsibilities

• 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.

Educational, Experience, Licensure Required

• 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

If you are passionate about hospitality and ready to take on a new challenge at a prestigious resort, we would love to hear from you. Apply today to join our dynamic team at Paws Up Montana! Paws Up Montana provides equal employment opportunities to all employees and applicants for employment and prohibits 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.