18-300 Hotel Front Desk Associate

The Hotel Front Desk Associate is often the first point of contact for guests at Ute Mountain Casino Hotel. The position is responsible for creating a welcoming and helpful experience from check-in to check-out. This position is critical to delivering professional and courteous guest service, managing reservations, processing payments, and providing information about the hotel, casino, and surrounding attractions.

Success in this role means consistently delivering smooth, accurate service with a positive attitude, responding quickly to guest needs, and working collaboratively with other departments to enhance the overall guest experience.

Greet and assist guests professionally and courteously.
Welcome all guests with a warm and respectful demeanor
Answer questions about hotel services, amenities, and local attractions

Process guest check-ins and check-outs.
Confirm reservations, gather identification, obtain payment methods, and assign rooms
Close accounts upon departure, issue receipts, and thank guests for their stay

Manage reservations and guest information.
Make, modify, or cancel hotel reservations using the system
Update guest records, preferences, and payment information accurately

Handle guest communications and service requests.
Receive and relay messages, mail, packages, and special requests
Contact appropriate departments to fulfill guest needs or resolve concerns

Ensure accuracy of transactions and records.
Collect payments, apply charges, and reconcile folios and service fees
Maintain cash drawer integrity and follow established procedures

Contribute to a team-focused, guest-centered front desk.
Support other associates during busy times or shift transitions
Maintain a clean, organized, and welcoming front desk area

General

• Must be at least 18 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Non-Support License (background checks may be required).
• Ability to work flexible hours including nights, weekends, and holidays
• Must maintain a professional appearance, tone, and guest-service mindset at all times
• Must be able to pass a drug test.

Education

• High school diploma or GED required

Experience

• Previous customer service experience required; hotel or hospitality experience is a plus
• Prior experience with reservation systems, POS systems, or cash handling is helpful

Knowledge, Skills, and Abilities (KSAs)

• Excellent Strong communication and problem-solving skills
• Basic computer proficiency, including typing and data entry
• Ability to multitask while staying organized in a busy, guest-facing environment
• Team-oriented with a willingness to learn and adapt