FRONT DESK AGENT

Position Summary

Accommodate resort patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.  Receives cash, or credit cards from guests and records transactions. Answers inquires pertaining to hotel services.  Promotes positive guest relations.  Operates computer terminal at Front Desk.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.  

 Essential Duties and Responsibilities

1. Provides all guests with friendly, courteous and timely service.
2. Greets, registers, and assigns rooms to guests on arrival.
3. Keeps records of room availability and guests' accounts.
4. Computes bills, collects payments, and makes change for guests.
5. Provides back up to reservations by making and confirming reservations.
6. Posts charges for rooms, food, liquor, or telephone calls, to guest accounts.
7. Transmits and receives messages.
8. Issues room keys.
9. Answers inquiries pertaining to Sandia Resort and Casino.
10. Deposits guests' valuables in hotel safes or safe-deposit boxes.
11. Stocks brochures at front desk.
12. Works collaboratively to deliver the highest degree of service to the guests, while maintain a professional friendly and approachable demeanor.
13. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

 Additional Responsibilities

1. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.  
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur. 
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered. 
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared twith all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Excellent customer service skills.
2. Excellent written and oral communication skills.
3. Knowledge of computers and Windows software.
4. Basic mathematic skills.
5. The ability to run a computerized cash register.
6. Excellent organizational skills

   Education and Experience

Required:

1. One (1) Year experience in customer Service
2. High School diploma or GED equivalent required.

Preferred:

1. One (1) year of Hotel/Call Center experience.
2. Bi-lingual

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

                    Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

                                                 Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles. (up to 10 lbs.)

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion. (Up to 10 lbs.)

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward. (Up to 10 lbs.)

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

• Environmental conditions: Activities occur indoors and outdoors. Outdoor work is subject to temperature extremes and inclement weather conditions.
• Visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• Noise:   There may be sufficient noise to cause the worker to shout to be heard above the ambient noise level.