Lead Front Desk Agent

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our Vision and Mission, we deliver luxurious, effortlessly elegant experiences by being adaptive, present, and engaged for both our guests and one another. Our culture is built on service, respect, teamwork, integrity, trust, and ownership—while always remembering to have fun. We are committed to developing our team members, encouraging collaboration, and supporting career growth in an inspiring hospitality environment.

JOB SUMMARY

The Lead Front Desk Agent supports daily front desk operations while setting the standard for elevated luxury service at Sanctuary Resort and Spa. This role leads from the floor by modeling polished hospitality, driving department vision and standards, coaching team members in real time, and ensuring seamless arrival and departure experiences. The Lead Front Desk Agent also plays a key role in training and developing new hires, supporting service recovery, and maintaining operational accuracy and compliance.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive

• Deliver consistent, anticipatory luxury service and create smooth, personalized guest experiences from pre arrival through departure 
• Support VIP handling, special occasions, and guest recognition with discretion and attention to detail
• Act as a first point of escalation for guest concerns and service recovery, resolving issues calmly and effectively while knowing when to involve leadership
• Train, onboard, and coach new team members on systems, service standards, and guest communication, maintain and reinforce SOPs, checklists, and desk readiness expectations.
• Ensure accuracy and compliance in check in procedures, ID verification, payment and authorizations, incidentals, folio handling, key control, cash handling, deposits, refunds, and paid outs.
• Coordinate closely with housekeeping, bell, valet, engineering, spa, and food and beverage to align room readiness, priorities, and guest expectations.
• Support inventory awareness including upgrades, room moves, early arrivals, late checkouts, and out of order rooms.
• Ensure clear shift transitions through strong pass down communication and documentation, support fraud prevention standards and incident documentation as needed