What are the responsibilities and job description for the Front Desk Agent position at Oak Grove Racing, Gaming & Hotel?
SPECIFIC DUTIES AND RESPONSIBILITIES
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations. This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration. It may be expanded to include other duties and responsibilities deemed necessary.
- Greets, registers, and assigns rooms to hotel guests.
- Verifies guest identification and establishes how the guest will pay for the accommodations.
- Issues room keys and relays instructions to bellhops.
- Keeps records of room availability and guests’ accounts on computer.
- Computes bills and collects payments.
- Makes and confirms reservations.
- Uses player CMP system to make Marketing offer reservations.
- Answers PBX calls and routes calls to proper extension.
- Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
- Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
- Contacts housekeeping or maintenance staff when guests report problems.
- Performs simple bookkeeping activities, such as balancing cash accounts.
- Other duties as assigned.
STANDARDS OF PERFORMANCE
- Ability to maintain high levels of confidentiality and integrity.
- Maintain interpersonal working relationships among all Team Members and the public.
- Excellent verbal and written communication skills.
- Willingness to assume overall responsibility relative to the performance of the position
- Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
- Available to work when needed, including weekends, holidays, and nights.
EDUCATION, TRAINING, AND EXPERIENCE
- High School Diploma or equivalent required.
- Knowledge of principles and processes for providing customer service.
- Able to obtain and maintain a valid Kentucky gaming/racing license
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee 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 job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 25lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.
