Agent, Guest Reception

OBJECTIVE: 
Under direction of the Director of Front Office Operations, this positions primary function is to facilitate the check-in and checkout of guests and to serve as a source of information for all guests’s of Barona Valley Ranch Resort & Casino.
TYPICAL WORKING CONDITIONS: 
This position requires to be standing and/or sitting for long periods of time. This positions primary working condition is a fast paced office environment, and at times may be under high stress. This position may work in a smoking environment at times.
ESSENTIAL FUNCTIONS:

1. Always be NICE to fellow staff and players; find every opportunity to offer a friendly smile, wave and greeting.
2. Acknowledges and greeting of all guests within the Guest Reception and IGR area.
3. Delivers efficient and superior service in all guest requests and follow through.
4. Checks-in and checks out all hotel guests.
5. Informs all supervisors and management aware of any challenges so necessary solutions can be made for proper guest satisfaction.
6. Adheres to company policies and procedures.
7. Organizes and cleanliness of the Front Desk and IGR areas.
8. Maintains current knowledge and ability to execute all functions and transactions.
9. Ensures a positive experience for every guest every time.
10. Ensures all guest complaints are resolved in a prompt, courteous and efficient manner and proper judgment is used when making such resolutions.
11. Maintains ability to perform all Concierge duties in the absence of the Concierge staff.
12. Maintains current knowledge of LMS (Property Management System), ACSC, Barona Promo, and Barona Reservation.
13. Handles cash and transfers subject to monthly bank audits.
14. Maintains current knowledge of all Casino promotions, special events, services, and amenities to provide guests with any needed information.
15. Protects Tribal assets through effective management of comps in alignment with Comp Master guidelines, participates in Comp Master training.
16. Maintains a positive relationship with guests, and builds a cohesive work environment with co-workers.

NOTE: This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this occupation.
MINIMUM QUALIFICATIONS:
Problem solving, good grooming, oral and written communication skills
Knowledge of Microsoft Word and Excel helpful
Ability to meet deadlines, deal with changes, perform detailed work, work independently, and work in a fast paced environment
Ability to work a flexible schedule
Bi-lingual a plus
REQUIRED EDUCATION: 
High school diploma or GED
REQUIRED EXPERIENCE:
Minimum of 2 years hospitality experience preferably in the Front Desk department
Past work in a Four Star, Five Diamond property preferred
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
Please refer to Support Data Sheet for position.