Front Desk Agent

POSITION DESCRIPTION

MANAGEMENT RETAINS THE RIGHT TO CHANGE JOB DESCRIPTION AS DEEMED NECESSARY

Job Title: Front Desk Agent

Department: Hotel Operations

Reports To: Front Office Supervisor/Coordinator

FLSA Status: Non-Exempt

Prepared By: Human Resource Manager

Revised Date: May 14, 2013

Approved By: Hotel Manager

Approved: May 14, 2013

Responsible for all front desk operations, providing the highest standard of exceptional and courteous service while registering guest information and settling guest account; as well as promoting all areas of the Blue Lake Casino & Hotel.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Register arriving guests while implementing guest service standards.

• Settle guest accounts with the ability to make good business decisions regarding discounts.

• Responsible to count-in, count-out, and balance a till each shift.

• Works with highly sensitive information, maintains confidentiality and discretion in all areas, including planning and promotional procedures and guest information files.

• Must be knowledgeable in making reservations.

• Greet guests and provide door service and bell/valet service when needed.

• Ability to operate multi-line phone.

• Provide guests with information on local attractions.

• Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.

• Remains current on room rates, room availability and emergency procedures.

• Remains current on groups and property events.

• Direct workflow of Valet/Bell Hops regarding guest luggage and amenity needs.

• Ensures management is aware of guest special requests or needs. Ensures guests’ profiles are properly noted in the Visual One property management system for action by the appropriate hotel department prior to check-in.

• Maintain appearance standards as outlined in Team Member Handbook.

• Provide information and explain Players Club benefits, property amenities & promotions to our guests.

• Provide courteous service to our guests and be cordial to all Team Members.

• Communicate effectively both orally and in writing.

• Maintain a good attendance record.

• Other duties as assigned.

• Creates an atmosphere of FUN for all casino guests.

• Encourages mutual respect, dignity and integrity with all Team Members, by setting positive examples at all times.

• Maintains a professional departmental, company and community reputation.

• To provide a safe work environment for Team Members, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.

• To maintain a professional departmental, company and community reputation.

• To enforce performance standards, policies and procedures as they relate to the department.

• To maintain a consistent, regular attendance record.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or GED equivalent. Front desk, reservations, bell staff and valet training or previous experience required. Computer experience essential, including all windows applications. Prefer individual that is proficient in Visual One property m anagement software.

• Good organization and administration skills required.

• Fluency within data base programs preferred.

• Able to work in a team environment.

• Oral and written communications skills.

• Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary.

• Ability to meet deadlines, and work well in pressure situations.

• Must be able to work all shifts, weekends, holidays & special events as needed.

The physical demands described here are representative of those that must be met by an Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The Team Member is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The Team Member must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision.

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is occasionally exposed to fumes or airborne particles, such as cigarette smoke. The noise level in the work environment is usually moderate.