Welcome Desk Agent

SUMMARY
The Welcome Desk Agent accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension.

SPECIFIC DUTIES AND RESPONSIBILITIES
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations. This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.

• Greets, registers, and assigns rooms to hotel guests.
• Verifies guest identification and establishes how the guest will pay for the accommodations.
• Issues room keys and relays instructions to guests.
• Keeps records of room availability and guests’ accounts on computer.
• Computes bills and collects payments.
• Makes and confirms reservations.
• Uses player CMP system to make Marketing offer reservations.
• Answers PBX calls and routes calls to proper extension.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
• Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
• Coordinates with player services and housekeeping on amenities and room assignments of hosted guests.
• Contacts housekeeping or maintenance staff when guests report problems.
• Performs simple bookkeeping activities, such as balancing cash accounts.
• Other duties as assigned.

STANDARDS OF PERFORMANCE
• Ability to maintain high levels of confidentiality and integrity.
• Maintain interpersonal working relationships among all Team Members and the public.
• Excellent verbal and written communication skills.
• Willingness to assume overall responsibility relative to the performance of the position
• Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
• Available to work when needed, including weekends, holidays, and nights.

EDUCATION, TRAINING, AND EXPERIENCE
High School Diploma or equivalent required. Knowledge of principles and processes for providing customer service.

MATH ABILITY
Ability to perform basic mathematics

REASONING ABILITY
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions in written, oral, diagram or schedule form.

COMPUTER SKILLS
Candidate must be experienced in Microsoft Office.

CERTIFICATES AND LICENSES
Must be able to obtain and maintain appropriate applicable licensing.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 50lbs independently or more than 50lbs with assistance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment can be moderate to loud at times.