Summary Statement:

The Front Desk Representative assists with hotel guest registration and check-out. This role owns the guest experience for arrival and departure operations.

Primary Job Duties: Includes but is not limited to:

• Assist with guest registration and own the guest experience for arrival and departure.
• Control and issue keys to rooms.
• Redemption of promotions, issuance of comps and reviewing guest play.
• Ensure all payment methods are accounted for and balanced at the beginning and end of each work shift.
• Resolve guest challenges and special requests within a timely manner.
• Assist in coordination of guest requests with all applicable departments.
• Monitor traffic flow and guest queues within the lobby and direct guests as appropriate to minimize wait times.
• Ensure guests have a seamless experience when using the mobile check-in solutions and ensure check-in equipment are functioning properly.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Notify manager and/or security of all unusual events, circumstances and reported lost/stolen items.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Obtain and maintain position-specific licensing.
• Staying current on all job related operational tasks, job duties, review of company documents, etc. through Beekeeper and other internal communication tools.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

Required Qualifications: Includes but is not limited to:

• Ability to work varied shifts, including nights, weekends and holidays.
• Strong interpersonal skills and the ability to deal with guests and work with business partners and colleagues from diverse cultures and nationalities.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.

Preferred:

• Previous experience working in a large, luxury resort setting.

Minimum Education and Experience:

• At least six months of previous customer service experience in a similar or related field.

Preferred:

• At least two years of previous Front Desk experience in a similar or related field.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States
• Position required licenses
• At least 21 years of age.