Front Desk Agent

Job Description

As a Front Desk Agent, you will be responsible for completing arrival and departure transactions for guests checking in and out of the hotel in person, electronically, via phone call or at kiosk stations. Additionally, front desk agents are resources for all guest questions, providing services with an upbeat and positive attitude and is the first line of defense when resolving guest complaints.

Responsibilities

• Process check-in and check-out transactions for guests

• Greet guests in the lobby and help with line management and crowd control

• Assist guests with their self-check in and check out needs at kiosk stations

• Manage hotel room inventory

• Handle end of the day bookkeeping, auditing and account reconciliation

• Assist guests with questions about the city and property

• Assist guests with booking dinner, shows, etc.

• Assists with guest service recovery when possible

• Answer guest and team member phone or radio calls

• Maintains and upbeat and positive attitude at all times

• Responsible for being knowledgeable of current events in hotel to assist guests

• Acts as a liaison on behalf of the guest to expedite guest requests

• Maintains a professional and courteous attitude towards all guests (internal and external)

• Anticipating guests' needs and guest expectations

• Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.

• Any other task/duties as assigned

Qualifications

• HS diploma or GED.

• One or more years of appropriate experience; or equivalent combination of education and experience.

• Must be at least 21 years of age.

• Strong Interpersonal and communication skills.

• Proficiency in a second language would be beneficial.

• Self-starter with strong problem-solving ability

• One year's experience in front desk or guest service field; 6 months experience in basic computer knowledge; team player

• Excellent oral and written communication in English; heavy telephone volume; must be able to tolerate secondary smoke

• Close knit environment, with constant co-worker involvement

• Must be able to complete several tasks at once with accuracy

• Must be able to stand and walk for entire shift (an average 8-hour shift) while moving from kiosk to kiosk as needed to assist guests.

• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

Wage: $16.25 per hour

ADDITIONAL REQUIREMENTS

• May be subject to smoking environment and moderate noise.

• Fast paced, high volume environment involving constant

• Must be able to stoop, reach and bend as necessary.

• Must be able to respond calmly and make rational decisions when handling guest demands in a fast-paced environment.