Hotel Front Desk Agent

Hotel Front Desk Agent

River Spirit Casino Resort | Hotel Operations | Full Time

Department: TUL Front Office

Property: River Spirit Casino Resort

Location: Tulsa, OK, US, 74137

Full-Time/Part-Time: Full Time

Summary: Responsible for all front desk operations, providing the highest standard of exceptional and courteous service while registering guests, settling guest accounts and servicing guest requests and inquiries. Performs guest safety and recreational work supervising, swimming and enforcing regulations at the hotel pool, as well as providing for guest comfort and safety. Promotes all aspects of the property and local area attractions. All functions will be performed within the guidelines of the MNGE policies & procedures.

Responsibilities:

1. Process guest arrivals and departures, including all necessary payments.

2. Handle & coordinate room assignments and pre-arrivals.

3. Handle guests' concerns, various requests, and event information for a pleasurable guest experience.

4. Verify hotel room availability and enter hotel reservations into Property Management System (INFOR) in order to provide seamless experience for guests.

5. Actively assist in marketing of all casino and hotel events, promotions and activities to both internal and external guests in an effort to obtain full occupancy of the hotel facility.

6. Adjust folio postings as necessary to ensure accuracy.

7. Assist with the check-in and check-out of groups and tours; utilize knowledge and familiarity of casino hotel and its amenities to recommend room sizes, views, offerings, specials, and excellent guest service features.

8. Utilize effective communication skills, professional attitude and good organizational skills to deliver accurate and timely information to guests and callers.

9. Maintain high standard of courtesy professionalism and discretion in communication and discretion in communications to, or about, preferred customers, their arrangements and finances.

10. Take payments, reservations payments and/or cash handling utilizing various computer applications

11. Observe and patrol pool and enforce safety regulations; assist swimmers from water when in danger.

12. Greet all guests upon arrival, distribute towels, offer assistance with seating, and delivering consistent guest service, exceeding guest expectations, and providing all other supporting services.

13. Knowledgeable of hotel facilities and services to answer guest inquiries; pool side bar or amenities hours of operation.

14. Willing to take ownership of all guest requests and complaints, try to resolve issues immediately and follow up to ensure guest satisfaction; work with other departments to ensure guest satisfaction.

15. Identify and report defects throughout the pool and spa area; notify supervisors and concerned departments immediately of hazards, injuries, equipment or processes that negatively affect the operations.

16. Ensure the pool deck is swept and watered down and that all furniture is in the correct place, when setting up in the morning or shift; ensure cleanliness of area at all times and report maintenance issues to facilities department.

17. Responsible for maintaining cleanliness of pool deck and facilities including straightening and stacking chairs, collecting soiled towels and trash, moving chairs; replacing pool safety equipment, buoys, barriers, and cleaning signs.

18. Facilitate and maintain consistent pool safety programs, training, and documentation to ensure the overall safety of guests in the pool area; provide reports, as needed.

19. Perform other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

Education: HS Diploma or GED; and/or combination of education & experience preferred.

Experience: Front Desk or Hotel Reservations experience preferred; casino hotel property or working knowledge of hotel facilities and services and/or local area amenities experience preferred; cash handling experience required. Possess positive, friendly and out-going personality; work as a customer-service focused team player.

Licenses/Certifications: MCN OPG Gaming License is required. Key positions required knowledge and application of Title 31 reporting requirements. Must have ability to pass comprehensive background check, drug test, and obtain gaming license as required.

Job Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Shift work, holidays, weekends and nights may be assigned. Ability to maneuver in all areas of casino, frequent ascent/descent from bus stairs, frequent standing, walking, sitting; travel to various on/off site venues, which may involve elevation changes in surfaces. Ability to lift at least 35 lbs. Visual acuity to discern and examine text, graphics, color and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office or required equipment; examine or update documents, records, data, instructions, logs, & files.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing functions of his/her job. Work in motor vehicle, casino operations and external environments; exposure to second hand smoke, high noise level, bright lights, fluctuating temperatures/weather conditions.

Success in this position will require ongoing knowledge and application of Company driven performance indicators that include but are not limited to interpersonal and communication skills, change leadership and teamwork, customer service and satisfaction, integrity and dependability