HOTEL FRONT DESK AGENT

Description

POSITION SUMMARY:

Ensure quality guest service by greeting guests in a cheerful and efficient manner.

Provide outstanding service while maintaining all accounts and ensuring all guests requests are handled properly.

JOB REQUIREMENTS:

• Greet all arriving and departing guests with a positive and cheerful manner.
• Efficiently assist with check-in, check-out, posting and auditing procedures, with attention to detail, pertaining to all guests accounts.
• Respond to all guests inquiries in a positive and courteous manner.
• Responsible for maintaining and safeguarding monetary banks.
• Provide information to all guests regarding the hotel, casino, local services, attractions and locations for business, dining and entertainment.
• Use cash handling and credit card balancing procedures to complete daily shift in accordance to hotel policy.
• Respond to all guest complaints or issues in a hospitable and efficient manner focusing on guest satisfaction.
• Log and/or inform appropriate supervisor of discrepancies.
• Maintain strict confidentiality and professionalism at all times.
• Make reservations using proper procedures and telephone etiquette.
• Up-Sell of room types and promotion of casino enterprises.
• Must be familiar with the hotel, casino, services we offer, including nightly specials and events and the image we wish to project.
• Assist management with the group check-ins and ensure all communication is updated for all parties involved.
• Continuous communication with housekeeping- early departures, late check-outs etc.
• Performing other duties as assigned and being an overall team player.

Qualifications

EDUCATION/EXPERIENCE/SKILLS:

Must have a High School Diploma or equivalent. Previous hotel experience in Front Desk and Reservations.

Ability to access, read, and accurately input information using a moderately complex computer system. Must be a team player with a cooperative and positive attitude

PHYSICAL/MENTAL DEMANDS:

Ability to concentrate in very fast-paced environment and exercise good judgment in evaluating situations and taking effective actions. Present ideas effectively both orally and written. 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.  The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.  The employee is occasionally required to climb or balance, stoop, kneel, or crouch.   The employee may occasionally be required to lift more than 25 pounds.  The employee must have the ability to continuously look at a monitor for long periods of time and also have the ability to hear and hold conversations over the phone and front desk with continuous noise and distraction.

EQUIPMENT TO BE USED:

PBX phone system, keyboard, fax/copier, key card machine, cash register, 10 key calculator

WORKING CONDITIONS:

Ability to work in a casino environment, in the midst of noise, crowded situations, etc.