Hotel Front Desk Agent
About the role
Horseshoe Casino is the premier casino of the Mid-South. Horseshoe has been #1 since day one. We know what gamblers want. The casino boasts over 1300 slot and video poker machines and the largest table games area in the South. We have a 25-table World Series of Poker themed poker room featuring the WSOP lounge. Make a bet on your favorite team in The Book. We are the home of Bluesville, a beautiful 1400 seat music venue featuring headline entertainment in an intimate setting. The Horseshoe Tunica Hotel features a 14-floor tower with over 500 luxuriously appointed rooms featuring world-class customer service and amenities including: Jack Binion's Steak which offers contemporary as well as classic fine dining offerings and a wine bar, the all you can imagine Village Square Buffet featuring fare from all over the world and highlighting Southern specialties and desserts, and the area's only Starbucks.
Responsibilities
- Process check-in and check-out transactions for guests
- Register guests to room while receiving all pertinent information accurately
- Perform guest registration and room assignments, accommodating special requests whenever possible
- Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies
- Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction
- Aid guests with questions about the city and property
- Aid guests with booking dinner, show, etc...
- Aid with guest service recovery when possible
- Anticipate guests needs and guest expectations
- Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner
- Perform other tasks as assigned by supervisor or manager
- Troubleshoot all in-room movie / phone / billing problems
- Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
- CANCEL room reservations according to procedures
- BALANCE $1000 bank daily
- PREPARE key packets, ensure miscellaneous brochures are fully stocked
Qualifications
- Strong interpersonal and communication skills
- Proficient in a second language would be beneficial
- Self-starter with strong problem solving ability
- One year experience in front desk or guest service field
- Six months experience in basic computer knowledge
- Must be a team player
- Excellent oral and written communication in English; heavy telephone volume
- Must be able to tolerate secondary smoke
- Close knit environment, with constant co-worker involvement
- Must be able to complete several tasks at once with accuracy
- Must be able to stand for entire shift (an average 8 hour shift)
- Ability to perform reaching, stooping and /or crouching motions repeatedly
- Must be able to communicate verbally
- Must be able to stand for extended periods of time
- Must be able to lift 25lbs