Front Desk Agent

The Front Desk Associate delivers friendly, professional guest service in accordance with SRTC Guest Service Standards, handling registrations, check‑outs, reservations, and guest inquiries while maintaining security, accuracy, and a positive guest experience.

Responsibilities

• Greet and assist each guest courteously during registration and check‑out, providing information and directions to all property services.
• Take ownership of guest challenges and resolve issues using service‑recovery tools.
• Cross‑train in call‑center duties: answer SRTC phones, direct calls, make reservations, and respond to general questions.
• Support and uphold the Mission, Vision, and Values of the casino.
• Register guests, assign appropriate rooms, and pre‑assign rooms for special requests.
• Explain hotel facilities and amenities in detail.
• Communicate check‑in/check‑out status and special requests to housekeeping.
• Maintain an organized, accurate reservation system for individual and group bookings.
• Perform cashiering duties, obtain forms of payment, and conduct credit checks per department SOPs.
• Sell property offerings, including dining options, room upgrades, banquet/meeting space, gaming floor, and casino events.
• Stay current on casino promotions and assist guests with participation.
• Ensure security of confidential guest information; file folios and complete daily paperwork.
• Set wake‑up calls and coordinate with the sales department for group bookings.
• Answer telephones promptly with a professional greeting, route calls appropriately, and operate phone console and overhead paging systems.
• Read and act on information posted on the front‑desk bulletin board and shift binder.
• Maintain cleanliness and sanitation of workstations and lobby areas using appropriate chemicals and supplies.
• Comply with all STRC and hotel policies, procedures, and regulatory requirements.
• Participate in dispute resolution and notify supervisors when necessary.
• Exemplify STRC’s guest service standards and expectations.

Requirements

• Must be at least 18 years of age.
• Minimum of 1 year guest‑service experience; hospitality or hotel front‑desk experience preferred.
• Ability to obtain and maintain a state or tribal gaming license.
• Cash handling or bank‑drawer experience preferred.
• Schedule flexibility: ability to work all shifts, nights, overnights, weekends, and holidays.

Qualifications & Skills

• Excellent written and verbal communication skills; fluent in English.
• Strong business etiquette, listening skills, and ability to interact effectively with guests, management, team members, and external contacts.
• Adaptability to changing situations and willingness to accept constructive feedback.
• Proficiency with Microsoft Office Suite and lodging/property‑management systems.
• Effective time‑management, organizational, and multitasking abilities in a fast‑paced environment.
• Problem‑solving skills and strong guest‑service orientation.
• Ability to tolerate varying noise, smoke, and temperature levels in the work area.