Front Desk Agent - Primm Valley Casino Resorts

About the Role

The Front Desk Agent serves as the first point of contact for resort guests and is responsible for creating a welcoming, memorable experience from arrival to departure. This role delivers exceptional hospitality and personalized service that reflects the resort's standards of excellence.

Responsibilities

• Warmly greet guests and provide a seamless check-in and check-out experience.
• Verify reservations, assign accommodations, and explain resort amenities, activities, and services.
• Process room charges, payments, deposits, and billing adjustments accurately.
• Respond to guest requests and concerns promptly, ensuring high levels of guest satisfaction.
• Provide information regarding resort restaurants, spa services, recreation programs, golf, pools, entertainment, and local attractions.
• Coordinate with housekeeping, maintenance, transportation, security, and other departments to fulfill guest needs.
• Manage room inventory, upgrades, special requests, and VIP arrivals.
• Handle incoming calls, emails, and reservation inquiries professionally.
• Promote resort amenities, activities, and special packages to enhance the guest experience.
• Maintain accurate guest records and ensure compliance with resort policies and procedures.
• Resolve guest issues efficiently and escalate concerns when necessary.
• Maintain a clean, organized, and professional front desk environment.

Qualifications

• High school diploma or GED required; hospitality or tourism education preferred.
• Prior experience in a hotel, resort, hospitality, or customer service environment preferred.
• Knowledge of hotel property management systems (PMS) preferred.
• Strong computer skills, including Microsoft Office applications.
• Excellent verbal and written communication skills.
• Ability to provide exceptional guest service in a luxury or resort setting.
• Flexible availability, including weekends, holidays, and evening shifts.

Skills

• Outstanding customer service and hospitality mindset
• Professional communication and interpersonal skills
• Attention to detail and accuracy
• Problem-solving and conflict resolution
• Ability to multitask in a fast-paced environment
• Sales and upselling abilities
• Teamwork and collaboration
• Cash handling and payment processing
• Strong organizational and time-management skills

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to operate computers, telephones, and other office equipment.
• Ability to work in a busy resort environment with frequent guest interaction.