Agent - Front Office

About the Role

The Agent - Front Office is responsible for delivering exceptional guest service during check-in and check-out, handling guest registrations, billing, and payments. This role also involves assisting guests with inquiries, providing directions, offering miscellaneous information, and resolving disputes professionally to enhance the overall guest experience while adhering to departmental and resort policies.

Responsibilities

• Maintain positive guest relations, resolve complaints, and ensure guest satisfaction.
• Obtain assigned bank and verify accuracy of contracted funds.
• Check guests in and out efficiently and courteously according to service standards.
• Maintain confidentiality of guest information and hotel data.
• Expedite clerical processing, evaluate information, and take action to complete tasks using necessary equipment and systems.
• Provide expertise and assistance to meet guest needs, requiring knowledge of departmental policies and procedures.
• Comply with departmental policies to ensure satisfactory service completion.
• Perform tasks requiring physical and mental dexterity, prioritizing safety.
• Maintain consistent and regular attendance.
• Perform other related duties as assigned.
• Actively seek opportunities to upsell suite types that best suit guest needs.

Requirements

• 18 years of age or older.
• Proof of authorization/eligibility to work in the United States.
• High school diploma or equivalent.
• Ability to communicate effectively in English, both orally and in writing.
• Strong interpersonal skills with a focus on guest needs.
• Maintain a professional, neat, and well-groomed appearance adhering to company standards.
• Adhere to Venetian and Palazzo Unmatched Guest Service Standards.
• Availability to work varied shifts, including weekends and holidays.
• Front desk experience in a four or five-star hotel/resort preferred.
• Stable job history and willingness to work all shifts upon starting.
• One year of continuous face-to-face guest service experience, preferably in a high-end environment.
• Ability to maintain a professional image and positive attitude in stressful situations.
• Experience with LMS and PC software (MS Word, Excel), basic typing skills, and excellent guest service skills preferred.
• Strong technical/reservation systems experience preferred.
• Six months of cash handling experience, preferably in a high-end hotel/casino environment.
• Ability to stay calm and maintain composure during guest disputes and check-in/check-out procedures.
• Bilingual in a second language is preferred but not required.
• Full comprehension of the English language with strong verbal and written communication skills.
• Maintain physical stamina and mental attitude to work under pressure and meet deadlines.

Physical Requirements

• Lift or carry up to 30 pounds unassisted.
• Access all areas of the property, including drive areas, with or without reasonable accommodation.
• Prolonged periods of walking, standing, stretching, bending, and kneeling.
• Work in a fast-paced, busy environment.
• Work indoors with exposure to environmental factors such as CRT, noise, dust, and cigarette smoke.