Front Desk Agent - Hotel Operations

Overview

The Front Desk Agent is responsible for various tasks including checking guests in and out, running reports, handling transactions, and assisting with guest inquiries.

Responsibilities

• Register guests and adhere to credit policies and procedures
• Select and block rooms for guests, pre-register individuals or groups as required
• Maintain accuracy and organization of guest information
• Utilize property management systems to run daily reports and manage special requests
• Check guests out according to procedures, make change, and adjust accounts
• Absent from reservations team, accept reservations, changes, and cancellations
• Promote room upgrades, monitor product to meet goals, reconcile transactions, cash out, and maintain a balanced bank
• Assist with check-in, checkout, and room changes, coordinate luggage handling with Valet Bell Services team
• Greet guests, answer questions, handle requests, and provide directions
• Work with Hotel Operations Manager to inform them of hotel business
• Maintain positive and professional communication with all team members
• Participate in meetings to learn about global programs, new products, and procedures
• Ensure a healthy and safe work environment for co-workers and guests
• Promote property outlets to guests, assist guests in finding locations within the property, and resolve guest complaints
• Listen to feedback and comments from guests, team members, and managers
• Participate in Sound Check meetings, always smile, and offer a warm greeting
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations
• Communicate with supervisors and managers, present a professional image, and maintain confidentiality
• Operate ethically to protect the Hard Rock brand
• Perform additional duties as requested by department managers and supervisors

Qualifications

• High School Diploma or equivalent with 6 months of Front Desk/Hotel Operations experience in a similar hotel environment, or an equivalent combination of education and experience
• Must obtain and maintain all licenses/certifications per Federal, State, and Gaming/Lottery regulations
• Must successfully pass background check and drug screening
• Ability to work nights, overnights, weekends, and holidays
• Strong communication and listening skills
• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (LMS, Sabre/SYNXIS, Delphi, SUN, etc.)
• Ability to effectively deal with internal and external guests and team members
• Fluency in English, additional languages preferred

Physical Demands

• Ability to move throughout the business for extended periods of time
• Ability to make repeating movements of the arms, hands, and wrists
• Ability to express or exchange ideas verbally and perceive sound by ear
• Ability to obtain impressions through the eyes
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders
• Ability to occasionally move objects up to 50 pounds / 25 kilograms
• Ability to turn or twist body parts in a circular motion
• Tolerance for exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment