FRONT DESK AGENT

Brief Description

Job Title: Front Desk Agent

Department: Hotel Front Office

Reports To: Front Desk Supervisor

Summary

Greets and registers guests, providing prompt and courteous service. Assists resort guests with their check-in and checkout. Resolves guest challenges throughout their stay in the resort. Promotes resort services and amenities and up-sells room types and products to the guests.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including guest’s personal information, room type, length of stay, number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate.
• Codes electronic keys.
• Ensures guests know the location of the room. Provides guests with additional information as needed.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit cards, cash, and other forms of payment.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Responsible for maintaining up-to-date knowledge of Credit Card Compliance requirements commonly known as PCI (Payment Card Industry) Compliance by attending training provided by Casino Arizona, at least once a year or more if required by management.
• Responsible for following PCI (Payment Card Industry) Compliance regulations to protect card holder data and adhere to standards to protect guests’ private card information. This includes, but is not limited to, observing and reporting inappropriate card handling activity, either of customers or by employees, as defined by PCI.
• Responsible for the enforcement of all applicable regulations, under the code of Federal Regulations, Title 31, Chapter X, as it pertains to this position. This includes, but is not limited to, observing and reporting suspicious activity, of either customers or employees, as defined in the Code of Federal Regulations.
• Responsible for maintaining up-to-date knowledge of all applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, by attending and successfully passing the Title 31/Anti-Laundering training provided by Casino Arizona, at least once a year or more if required by management and outlined in the Title 31 Minimum Internal Controls.
  
  

Education And/or Experience

High School Diploma or equivalent required. Minimum of one (1) year of experience in hospitality or resort operations required and/or an equivalent combination of education, training and front desk hotel/resort experience that provides and/or contributes to the required knowledge, skill set and abilities to perform the job.

Computer Skills

To perform this job successfully an individual should have excellent PC skills and broad knowledge of current and standard software applications (i.e. Microsoft Office & Microsoft Outlook). Knowledge of Versa or other web-based hotel property management software, etc. a plus.

Other Qualifications

• Must be able and willing to work a flexible schedule, including Saturdays, Sundays, evenings and holidays.
• Must be reliable, trustworthy and possess a pleasant personality.
• Must have excellent customer service and communication skills.
• Ability to work harmoniously with others and be a team player.
• Ability to handle pressure and difficult situations.
• Always presents a professional and well-groomed appearance.
  
  

Language Skills

Must be able to read, write, speak and understand English. Knowledge of multiple languages is a plus.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand for prolonged periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Work Environment

While performing the duties of this job, the noise level in the work environment is usually moderate to loud.