Guest Service Agent

Front Desk Representative

Responsible for all duties surrounding the front desk in support of guest satisfaction while maintaining the company's policies and core values.

Job Focus:

• Answers phone calls and assisting with daily checklists
• Provides information about the property and city, upselling the property's enhanced services, all while proactively anticipating the guest's needs
• Ensures all email correspondence is handled in a timely manner
• Reviews arrivals and blocks rooms for special requests/packages
• Room's inventory control
• Handles guest requests over the phone, and in writing via email
• Assists with checking guests in/out when needed
• Ensures all no-show charges are accurate and properly posted
• Coordinates with housekeeping to ensure daily arrival rooms are cleaned
• Processes third party credit card authorization for future/in-house reservations that were received via email/fax
• Supports the front office group wholesale representatives with group essentials (this includes, but is not limited to; pre-registering the group members, assisting with billing issues, pre-assigning rooms, and creating room keys)
• Performs other job related duties as assigned

Desired Qualifications:

• High school diploma or equivalent is required
• A minimum of one to two years (1-2) in a customer service driven hotel/resort within the front desk area
• Previous experience in a high-end luxury gaming or hospitality environment is desired
• Must have the ability to effectively communicate in English, both written and verbal forms
• Strong organization, analytical, and problem-solving skills and exhibit composure and professionalism while under pressure
• Excellent communication skills, customer service and team oriented, self-starter, and professional maturity
• Ability to manage multiple projects in a fast-paced environment while meeting constant deadlines and maintaining strong attention to details
• Must be able to perform in a team environment
• Possess a high level of energy and motivation with a proven track record of living the company's values
• Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations
• The ability to speak additional languages is preferred
• Knowledge and experience with Opera a plus
• Open to work varied schedules including weekends and holidays
• Must be able to obtain an alcohol awareness card before hire
• Must be 21 years of age or older