** Front Desk Agent**

**Job Category****:** Hotel **Requisition Number****:** FRONT002452 Showing 1 location **Job Details**

**Description**

**Company Standards**

At Angel of the Winds, the Worlds Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

**Responsibilities**

* Maintains an inventory of vacancies, reservations, and room assignments.

* Process same day reservations, future reservations, and cancellations.

* Knows room locations, types of rooms available, and room rates.

* Maintains working relationships and communicates with all departments.

* Registers arriving guests and assigns rooms while accommodating special requests whenever possible.

* Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, and special requests.

* Coordinates guest room maintenance work with the maintenance department.

* Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.

* Maintain patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.

* Reports any unusual occurrences or requests to Hotel Managers and/or Supervisors.

* Respects guest privacy and maintains confidentiality.

* Work nights, weekends and holidays as required.

* Performs other duties as assigned.

**Qualifications**

* Exceptional guest service skills required.

* One year Customer Service required; previous hotel-related experience preferred.

* Ability to communicate with public, hotel staff, and management in a professional manner.

* Knowledge of surrounding areas and local events.

* Ability to learn safety, emergency, and accident prevention policies and procedures.

* Skilled in the use of front office equipment and computers.

* Knowledge of proper telephone etiquette.

* Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.

* Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.

* Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.

* Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.

**Certificates, Licenses, Regulations**

* Must be able to obtain and maintain a Class B gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

**Physical Demands and Work Environment**

Constantly requires the ability to receive detailed information through oral and written communication. The employee is regularly required to stand or sit for extended periods of time. Vision abilities required by this job include close vision to a computer screen. This position requires exerting up to 25 pounds of force occasionally and move objects. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour, 7 days a week work operation.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**