Representative, Front Desk

Summary Statement

The Front Desk Representative assists with hotel guest registration and check-out. This role owns the guest’s experience for arrival and departure operations.

Primary Job Duties

• Aid with guest registration and manage the guest experience for arrivals and departures.
• Control and issue room keys, redeem promotions, and handle guest play.
• Ensure all payment methods are accounted for and balanced at the end of each shift.
• Resolve guest challenges and special requests promptly.
• Coordinate guest requests with relevant departments.
• Maintain traffic flow and guest queues in the lobby, directing guests as necessary to reduce wait times.
• Ensure smooth operation of mobile check-in systems and check-in equipment.
• Maintain cleanliness, sanitation, and organization of assigned work areas.
• Notify management or security of unusual events, circumstances, and reported lost/stolen items.
• Implement and apply Resorts World core values and department standards.
• Obtain and maintain position-specific licensing.
• Stay current on job-related operational tasks, company documents, and internal communication tools.
• Use personal device/cellular phone for job-related tasks.
• Perform other duties as assigned.

Qualifications

• Ability to work varied shifts, including nights, weekends, and holidays.
• Strong interpersonal skills and the ability to interact with guests and colleagues from diverse backgrounds.
• Effective communication in English.
• Preserved appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain and maintain full knowledge and understanding of company and department rules, policies, and procedures.
• Preferred: Previous customer service experience in a similar or related field, two years of front desk experience, and experience in a large, luxury resort setting.
• Minimum Education and Experience: At least 21 years old, High School Diploma or equivalent, and ability to obtain Nevada gaming registration.

Physical Demands

• Tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting, and maneuvering items weighing up to 10 lbs.
• Eye/hand coordination.
• Compliance with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS), and other instructions.