Front desk agent

Position Summary :

Under the supervision of the Front Desk Supervisor, check guests in and out of the Soaring Eagle Resort in a friendly, professional manner, using the hotel computer system.

Answer guests questions about the hotel, casino, and local area attractions.

Essential Duties and Responsibilities :

• Handle guest concerns and requests to ensure the guests full satisfaction.
• Book, change, and cancel all reservation requests for a guest.
• Complete the Front Desk daily shift checklist.
• Balance bank at end of shift; notify Supervisors or Managers of any discrepancies immediately.
• Give guests their messages, packages, and faxes, and maintain log accordingly.
• Work with other team members to maintain the best service standards available.
• Upsell guests on rooms, service, and amenities.
• Process guest mobility scooters sales and payment when Concierge is unavailable.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position.

The duties and responsibilities will be subject to change based on organizational needs and / or deemed necessary by the supervisor.

Contacts / Purpose of Contacts :

• Contact with guests to service and assist them in a professional manner that reflects the high standards established at the Soaring Eagle Casino & Resort.
• Contact with departmental management in the communication of day-to-day operations.
• Contact with other team members to ensure excellent guest service.

Knowledge, Skills, and Abilities :

• Knowledge of all necessary hotel computer programs and software.
• Knowledge of hotel emergency procedures.
• Knowledge of principles and practices regarding guest service in the hotel industry.
• Knowledge of location, surrounding area, and places of interest.
• Skill in using hotel software.
• Skill in providing excellent guest service.
• Ability to maintain a friendly, professional, and outgoing demeanor.
• Ability to communicate clearly and effectively.
• Ability to apply basic mathematical skills.
• Ability to solve practical problems and deal with guest situations.
• Ability to understand and interpret a variety of instructions.
• Ability to exhibit strong organizational skills and time management skills.
• Ability to present a friendly and outgoing personality, enjoy working closely with others and be willing to provide a positive experience to hotel guests.

Physical Demands :

• Frequent use of hands, wrists, fingers associated with computer operation.
• Required to stand or walk for up to 8 hours per day.
• Ability to sit, stoop, kneel, or crouch while performing duties.
• Ability to use hands to finger, handle or feel.
• Ability to use arms to reach.
• Ability to talk and listen.
• Occasional requirement to lift / move up to 25 pounds.

Work Environment :

• Work is generally performed in a Hotel setting.
• Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino, and constant machine and crowd noise.
• Evening, weekend, and holiday shifts required.
• Extended hours and irregular shifts may be required.
• High School Diploma or GED.
• Must be at least 18 years of age.
• One year customer service experience and cash handling experience.
• Must be able to pass a typing test of at least 20 wpm.
• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

Desired Qualifications

Hotel Front Office operations experience.

License, Certification, or Special Requirements :

Native American preference shall apply to all positions.

Last updated : 2024-06-07