Front Desk Agent

Qualifications:

• High school diploma or GED
• Must project a professional and positive image.
• High energy level.
• Proficiency in typing.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Must project a professional and positive image.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast pace work environment.
• Must be able to stand for long periods of time.
• Basic reading and math skills.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all employees and guests.
• Ability to understand and promulgate written memos, instructions, regulations.

License Requirements:

Must secure appropriate RI mandated gaming licenses

Essential Job Functions:

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.

• Relays “guest requests” to appropriate staff.
• Enters text messages for guests into the property’s management system as requested; relay guest messages.
• Ensures calls are answered promptly and in accordance to department standards.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Makes and confirms reservations.
• Posts charges to guest folios.
• Assists guests in resolving complaints.
• Maintains a cash bank, cash checks, issue change.
• Receives cash, checks, and credit cards for payment of services.
• Processes complimentary transactions with supporting documentation.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance.
• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
• Maintains knowledge of current marketing promotions and events.
• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
• Other Duties & Responsibilities:
• Enters and delivers guest wake-up calls. Offers a follow-up wake-up call.
• Enters reservations via fax, email, and as per management.
• Disseminates information to guests about the property and local area.
• Sends and delivers guest faxes.
• Performs Concierge duties as required.
• Answers incoming phone calls, routing as needed.
• Processes reservation calls; checking availability; quoting rates; detailing property amenities; closing sales and entering reservations into the property management system.
• Maintains knowledge of property information & memorabilia.

Physical/Mental Requirements:

• Constantly use physical movements necessary for general office duties: standing, walking, balancing, eye-hand coordination, finger dexterity, handling, wrist motion, sitting, reaching, carrying, vision, hearing, stooping, and twisting
• Constantly plan, follow directions, read, write, use math, discriminate colors, work at various tempos or work rapidly, concentrate, remember, attention to and observe details, use of ten key and personal computer
• Constantly use mental alertness to achieve high level of accuracy in completing tasks
• Ability to maintain confidential information

Working Conditions:

• Mostly indoors and generally climate-controlled environment
• Will be exposed to noise, smoke, and odors
• Working with others and independently