Summary: As a Front Desk Agent, you will provide reception services for guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent contributes to the first and lasting impressions of our guests.

Essential Functions:

• Responsible for greeting and registering guests and checking guests out of the hotel.
• Demonstrate effort to deliver outstanding guest service and contribute to financial profitability.

• Greet guests and complete the registration process to include, but not limited to:
  • Inputting and retrieving information from the computer.
  • Obtain back-up information for guest payment method and input into system.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).
  • Confirmation of guest information and room rate, selection of rooms, coding electronic keys.
  • Provide information and explain Players Club benefits, property amenities and promotions (Marketing, Spa, and/or Food & Beverage) to our guests and team members.
  • Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
  • Inform guest of any messages, mail, faxes, etc. received for them.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • File registration cards and vouchers in bucket by room number.
  • Handle overbooked or “walked” guests.
  • Accommodate room changes.
• Assist guests with check-out including, but not limited to:
  • Ensure rooms and services are correctly accounted.
  • Use the point-of-sale system, handle money, process credit and debit cards, accept and record various forms of payment, make change and process gift certificates and cards.
• Maintain complete knowledge of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, location, room rates, special packages and promotions
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day, scheduled daily group activities.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve and document guest complaints, ensuring guest satisfaction.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Access all functions of computer system.
• Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
• Provides a high standard of professionalism and guest service.
• Performs other duties or special projects as assigned.

Knowledge, Skills, and Abilities (Minimum Qualifications):

• Must be at least 18 years or older.
• Must possess basic computer skills and appropriate phone etiquette skills.
• One year of guest service experience required; face to face interactions with guests or guests on a daily basis desired.
• Previous Hotel experience preferred.
• Previous Front Office or Guest Services experience preferred.
• Ability to reference and understand information related to promotions, amenities, and local attractions.
• Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary.
• Ability to meet deadlines, and work well in pressure situations.
• Ability to operate multi-line phone.
• Excellent communication skills both oral and written.
• Excellent guest service skills.
• Must be able to maintain focus in a high volume, fast-paced environment.
• Must be able to multi-task.
• Ability to communicate professionally in written, verbal, and non-verbal format while portraying a friendly tone, word choice, and body language.
• Must be able to work varying hours and shifts such as graveyard, weekends, and holidays.
• Must be able to obtain and maintain a non-gaming permit.

Physical Demands / Work Environment:

• Manual finger dexterity as required to perform daily job duties.
• Must be able to frequently stand and exert well-paced ability for long periods of time.
• Ability to frequently bend, squat and reach.
• Ability to be given verbal and written instruction and apply the instruction accurately.
• Sufficient visual acuity to write, recognize printed materials, computer screen, and notice non-verbal behavior.
• Speech and hearing ability to project voice to small and large audiences, carry on radio/telephone conversations, hear and grasp verbal communications and equipment prompts.
• Must be able to lift up to 25 lbs.
• Frequently exposed to tobacco smoke, fumes or airborne particles.