Hotel Front Desk Agent (PT)

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
• Assist guests with questions about the city and property
• Assist guests with booking dinner, show, etc… when necessary
• Affords assistance with guest service recovery when possible
• Maintain and Upbeat and Positive attitude at all times
• Acts a liaison on behalf of the guest to expedite guest requests
• Maintains a professional and courteous attitude towards all guests (internal and external)
• Anticipates 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.
• Cancels room reservations according to procedures
• Balances $1000 bank daily
• Prepares key packets, ensures miscellaneous brochures are fully stocked

Requirements

• 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