FRONT DESK AGENT

About the role

The Front Desk Agent is responsible for providing prompt and courteous service to guests, assisting with check-in and check-out processes, and resolving guest challenges.

Responsibilities

• Greets and registers guests, providing prompt and courteous service.
• Completes the registration process by inputting and retrieving information from a computer system.
• Ensures guests know the location of the room and provides additional information as needed.
• Accounts for services provided by the hotel and assists guests with check out payments or charges.
• Answers the telephone and email inquiries, inputs messages into the computer, and communicates guest needs to other team members.
• Fields guest complaints, conducts thorough research to develop solutions, and negotiates results.
• Remains calm and alert during emergency situations and heavy hotel activity.
• Sums up Bell services team members to escort guests to/from their rooms as appropriate.
• Maintains up-to-date knowledge of PCI (Payment Card Industry) Compliance and follows regulations to protect card holder data.
• Maintains up-to-date knowledge of applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, and attends and passes the Title 31/Anti-Laundering training provided by Casino Arizona.

Requirements

• High School Diploma or equivalent required.
• Minimum of one (1) year of experience in hospitality or resort operations required and/or an equivalent combination of education, training and front desk hotel/resort experience.
• Excellent PC skills and broad knowledge of current and standard software applications (i.e. Microsoft Office & Microsoft Outlook).
• Broad knowledge of Versa or other web-based hotel property management software, etc. is a plus.
• Able to work a flexible schedule, including Saturdays, Sundays, evenings and holidays.
• Able to present a professional and well-groomed appearance.
• Must be able to read, write, speak and understand English. Multiple languages are a plus.

Qualifications

• Able to work harmoniously with others and be a team player.
• Able to handle pressure and difficult situations.