Front Desk Agent

Job Description

Job Description

Essential Duties and Responsibilities  

The following and other duties may be assigned as necessary: 

• Greet and welcome guests, ensuring a warm and professional first impression that aligns with the Jamul Casino Resort’s hospitality standards 

• Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay. 

• Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the guest experience. 

• Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions. 

• Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records. 

• Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction. 

• Collaborate with housekeeping and other departments to ensure all rooms are clean, well-maintained, and ready to meet the needs of each guest. 

• Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests. 

• Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience. 

• Maintain accurate records of bookings, reservations, and payments using the property’s management systems. 

• Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues after they affect the guest experience. 

• Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay. 

• Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence.

• Adhere to our AAA standards and follow them during each interaction consistently. 

• Think outside the box to wow our guests with thoughtful and anticipatory gestures. 

• Adheres to all grooming standards as outlined by leadership 

• Participate in trainings to develop self 

Requirements / Qualifications / Skills  

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1+ years’ experience as a Hotel Front Desk Agent

• 1+ years’ experience in guest service

• Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred 

• Must have excellent verbal and written communication skills.  

• Proficient in handling cash, credit card transactions, and maintaining accurate financial records. 

• Strong organizational skills with attention to detail in managing guest information, reservations, and payments. 

• Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel) 

• Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.  

• High school diploma or equivalent

• Must be able to acquire and maintain an appropriate gaming license.