Front Desk Agent

Job Description

SCOPE OF POSITION:

Responsible for attending to guest needs, especially during check-in and check-out processes. For more information click here.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

• Greets all guests approaching the front desk in a warm and professional manner, demonstrating FireKeepers Guest Service Standards in every interaction.
• Inputs and accesses data in a computer, with attention to detail, speed, accuracy, and follow-through.
• Gains and maintains knowledge in all appropriate computer systems, including Opera, HotSOS, Patron Management and Saflok.
• Satisfactorily communicates with guests and fellow team members.
• Establishes rapport with guests and anticipates their needs.
• Handles guest complaints and develops satisfactory solutions for both guest and property.
• Maintains guest security, including proper key control.
• Recognizes returning and VIP guests and welcomes them back to the property.
• Provides information on the hotel, casino, tribe, and local area to all guests in need of such information.
• Accepts and programs wake-up call requests.
• Processes and confirms reservations and cancellations.
• Sells rooms to “walk-in” guests.
• Adheres to all cashiering and money handling procedures, including guest account accuracy, posting charges and payments, shiftwork balancing, and cash bank management.
• Supports bell staff in their duties, as necessary.
• Responds to guest requests and coordinates the successful fulfillment of such requests.
• Is aware of daily hotel and casino activities, banquet and meeting schedules, group and VIP arrivals.
• Works closely and effectively with all departments, most commonly Bell Staff, Valet, Facilities and Housekeeping.
• Maintains the highest level of confidentiality.
• Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.
• Outstanding example of and a credit to FireKeepers Casino Hotel.

Job Requirements

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

• I can perform the essential functions of this job without accommodations
• I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*

Proficiency in both written and verbal English communication is required.

High school diploma or GED. One year of customer service experience, or a six months of hotel front desk experience. Must possess excellent communication skills and effective public speaking skills. Proficient at using Windows-based computers and general computer applications. Must be at least 18 years of age.

GENERAL OR PREFERRED QUALIFICATIONS

Previous front desk experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.