Front Desk Agent

Position Summary

Under direct supervision of the Front Desk Supervisor, welcomes and serves guests in a courteous, efficient and friendly manner with check in, check out and other related services. Maintains confidentiality of all information.

Essential Duties & Responsibilities

• Registers guests, collects payment and records data pertaining to payment funds and expenditures.
• Assigns accommodations to guests.
• Resolves Hotel guests complaints.
• Executes emergency procedures in accordance with hotel standards.
• Answers inquire concerning travel routes, recreational facilities, scenic attractions and dining establishments.
• Answers incoming calls, greetings callers, providing information, transferring calls and/or taking messages as necessary.
• Assists guests in making any future reservations.
• Handles and verifies all complimentary vouchers for any comp rooms are received.
• Answers guest questions about property.
• Upon request, arranges medical aid for Hotel guests via the Security Office.
• Complies with all cash and credit card handling procedures.
• Wears proper uniforms at all times.
• Upholds the Hotel's commitment to hospitality.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

Minimum Qualifications

High school diploma or GED plus one year hotel front office operations and/or customer service. Must be 18 years of age or older. Working knowledge of computers and able to type 25 words per minute. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, and obtain and maintain gaming license.

Knowledge, Abilities, Skills, and Certifications

• Knowledge of principles and practices of customer service in a Hotel environment.
• Knowledge of computer, fax copier utilization in business operations.
• Knowledge of surrounding areas and points of interest.
• Ability to communicate, read, and write clearly in basic English.
• Bi-lingual in English/Spanish helpful but not required.
• Ability to demonstrate outstanding guest service at all times.
• Ability to work a flexible schedule to include weekends and holidays.
• Ability to present oneself in a professional appearance and manner.
• Ability to apply basic mathematical skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to multitask.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to maintain confidentiality.
• Skill in utilizing Hotel reservation software.
• Ability to type a minimum of 25 words per minute.

Physical Demands

• While performing the duties of this job, the employee is required to stand; use of hands and fingers, to handle, or feel; reach with hands and arms; and talk or hear.
• The employee frequently is required to walk.
• The employee occasionally is required to stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

• Work is generally performed indoors in a Hotel setting with a moderate noise level.
• Evening, graveyard, holiday and/or weekend work are required.
• Extended hours and irregular shifts are also required.