Agent I - Front Desk

OVERVIEW:

The Front Desk Agent is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries.  They must ensure that the front desk guest experience is quick and efficient for all guests and visitors. 

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.


• Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested.


• Ensure all guest information is accurate and maintained in an organized manner.


• Utilize the property management system to run daily reports and block any special requests.


• Check guests out of the property in accordance with procedures.


• Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.


• Accept reservations, changes, and cancellations in the absence of reservations staff.


• Promote room upgrades (upsell) and monitor and control product to meet goals.


• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.


• Assist individuals and groups with check-in, checkout, and room changes.


• Work closely with the bell and door staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.


• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.


• Work with Front Office Manager regarding hotel business to keep them informed.


• Maintain positive and professional communication with all staff.


• Provide recognition to others, including co-workers, supervisors, managers, and directors.


• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.


• Ensure a healthy and safe work environment for co-workers and guests.


• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.


• Promote property outlets to guests.


• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.


• Resolve guest complaints using property procedures.


• Create a positive environment in which all employees have the ability to maximize their potential.


• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.


• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.


• Participate in Sound Check meetings on each shift.


• Always smile and offer a warm greeting to all.


• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.


• Take initiative to offer assistance throughout the property.


• Operate ethically to protect the Hard Rock brand.


• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.


• Perform additional duties as requested by department managers and supervisors.


• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.


• Coordinate operations with other departments, as needed.


• Present a professional image to employees, guests, clients, owners, and investors.


• Review and develop guest history records to enhance personalized service for repeat guests.


• Maintain confidentiality of guest, employee, and company information.


• Responsible for cleaning and sanitizing work and public spaces.


• Perform other duties as assigned.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

High School diploma or equivalent required, with a Secondary school degree preferred. Previous work experience in service for at least 2 years is preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.


• Prior experience in the Gaming industry strongly preferred.


• Prior experience in Tribal Gaming preferred.


• Must be at least eighteen (18) years of age.

ABILITY TO:

• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.


• Ability to read, comprehend, and write simple instructions, short correspondence and memos.


• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).


• Ability to stand in place for the duration of the shift.