Front Desk Agent - Hotel Operations

Front Desk Agent

The Front Desk Agent is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk and arrival experience is quick and efficient for all guests and visitors.

Responsibilities

• Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
• Select and block rooms for arriving guests; pre-register individuals or groups, as required.
• Ensure all guest information is accurate and maintained in an organized manner.
• Utilize the property management system to run daily reports and block any special requests.
• Check guests out of the property in accordance with procedures.
• Make change and post charges/make adjustments to guest accounts.
• Accept reservations, changes, and cancellations in the absence of reservations team.
• Promote room upgrades (upsell) and monitor and control product to meet goals.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Assist individuals and groups with check-in, checkout, and room changes.
• Work closely with the Valet Bell Services team to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Work with the Hotel Operations Manager regarding hotel business to keep them informed.
• Maintain positive and professional communication with all team members.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all team members have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, team members, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all team members to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Present a professional image to team members, guests, clients, owners, and investors.
• Maintain confidentiality of guest, employee, and company information.
• Operate ethically to protect the Hard Rock brand.
• Other duties as assigned.

Qualifications

Education and/or experience requirements:

• High School Diploma or equivalent is required, along with 6 months of Front Desk/Hotel Operations experience in a similar hotel environment required or an equivalent combination of education and experience preferred.

Additional Requirements:

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be able to work nights, overnights, weekends, and holidays.
• Ability to deliver a service level which creates an atmosphere that makes our guest want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Must possess strong communication and listening skills.
• Must have a friendly and outgoing personality.
• Ability to be punctual and meet deadlines.
• Must possess excellent organizational and multi-tasking skills.
• Must possess excellent time management skills.
• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (LMS, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external guests and team members, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

Physical Demands:

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment.

Additional Details

Disclaimer: This is not necessarily an exhaustive list of all the responsibilities, skills, duties, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different task is performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical development). #HARDROCK