H6260 FRONT DESK AGENT BILINGUAL

Reports to: Front Desk Manager and Front Desk Supervisor

About the Role

Assists in checking-in and out of hotel guests, taking reservations, and addressing any guest needs during their stay at the resort.

Responsibilities

• Explain and demonstrate hospitality behaviors and performance standards.
• Locate and use necessary information to complete tasks to standard.
• Explain and demonstrate technical and behavioral skills required for tasks.
• Take ownership of problems and solve them, requesting help when needed.
• Provide complete knowledge of IMGR&C products and services to guests and colleagues.
• Offer directions and venue information to guests.
• Address all guest comments and complaints promptly and professionally.
• Meet performance standards in key responsibilities and operational procedures.
• Respond to obstacles creatively and act independently to meet guest or internal customer needs.
• Support the quality goal of "Do it right the first time."
• Maintain and protect IMGR&C property, ensuring areas, equipment, and furnishings are clean and in good repair.
• Suggest improvements to performance.
• Check guests in and out of the hotel.
• Create key cards for hotel guests.
• Provide knowledge of the hotel and surrounding area.
• Take reservations for future hotel guests.
• Maintain working knowledge of all hotel packages and basic computer systems.
• Manage a money bank and deposit monies taken at the hotel.
• Maintain a clean workstation at all times.
• Perform duties at maximum speed and efficiency when needed.
• Adhere to all regulatory, departmental, and casino policies and procedures, including internal controls.
• Perform other duties as assigned.

Behavior and Professionalism

• Meet IMGR&C standards for behavior, including mission, values, hospitality behaviors, and customer recovery skills.
• Approach all activities with enthusiasm and encourage it in others.
• Maintain a positive approach in all situations.
• Respect individuality and communicate effectively to work together.
• Speak positively about guests, team members, and the business in all situations.
• Treat others with respect in all situations.
• Serve guests and others proactively, identifying and meeting their needs quickly.
• Improve individual or team service continuously.
• Provide service outside job responsibilities to support resort success.
• Take ownership of guest problems until resolved.
• Meet IMGR&C appearance standards.
• Support IMGR&C’s reputation and image professionally in all situations.
• Adhere to IMGR&C attendance policy and inform supervisors of future absences in advance.

Communication and Teamwork

• Provide timely information others need to succeed.
• Share necessary information with the next shift for their success.
• Listen to others without interruption and act on feedback when possible.
• Ask questions to clarify expectations.
• Report all guest complaints, compliments, and situations where resort standards are not met to supervisors.
• Prioritize team success over personal success.
• Help team members succeed without being asked.
• Resolve conflicts between individuals.
• Support other departments to achieve success.
• Report ideas to increase team success and guest satisfaction.
• Do whatever is necessary to help department and resort success.
• Contribute ideas in meetings to support progress and success.

Requirements

• High school diploma or GED.
• At least one year of experience in a customer service environment.
• Excellent communication and computer skills.
• Healthy and friendly attitude toward coworkers and guests.
• Embody IMGR&C values: Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm (A-P-A-C-H-E).

Physical Demands

• Frequently required to stand, walk, use hands, handle or feel objects, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Must be able to use handheld communication devices.
• Occasionally lift and/or move up to 50 pounds.
• Able to stand for several hours at a time.

Work Environment

• Loud noise levels.
• Exposure to a second-hand smoke-filled environment.
• Possible exposure to biohazardous fluids (e.g., blood and other body fluids).
• May encounter hostile environments with guests.
• Subject to high-stress environments.