Agent (On-Call) - Front Desk

POSITION SUMMARY: It is the primary responsibility of the Front Desk Agent to provide excellent customer service and create a safe and friendly environment for employees and guests by promoting goods and services, assigning rooms, registering guests, determining credit, rendering bills, receiving cash and credit payments, and providing excellent guest service. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.

Top 5 Specific Job Functions:

• Responsible for the complete registration process, including, but not limited to, check-in, check-out, and providing guest services as outlined in our Team Member Handbook and department policies and procedures.
• Obtain payment from guests upon check-in and check-out for all accrued charges.
• Fill out all applicable forms for various transactions/procedures, as well as shift reports, as specified in the policies and procedures of the front desk.
• Responsible for stocking and restocking the workstation.
• Responsible for directing guests, internal and external, to appropriate departments.

Other Specific Job Functions:

• Must promote and positively represent Plaza at all times, focusing on enhancing all guest experiences, utilizing professional language appropriate for the workplace.
• Responsible for assisting/resolving complaints, providing information, and coordinating activities within the Front Office Operation.
• Must have a working knowledge and understanding of casino programs and offers, and must understand the process regarding casino gaming criteria and it’s implication towards room assignments and billing.
• Consistently monitors room rack, room type availability, room change status, room status, room rates, and occupancy.
• Perform various guest services (send, receive, and process fax transmissions, mail services, text messages; and answer and accommodate incoming phone calls, etc.) in a timely and professional manner.
• Must be able to retain and communicate information given by other departments, guests, and or fellow team members and relay to management.
• Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure. 
• Must be able to sufficiently multitask while servicing high volumes.
• Must be able to stand for an extended period of time.
• Must maintain a positive upbeat attitude with all internal and external guests.
• Must maintain a positive, friendly demeanor when dealing with difficult guests.
• Other related duties as necessary

MINIMUM QUALIFICATIONS:

• Excellent interpersonal, customer service, and communication skills. 
• Ability to work inside and continuously maneuver around the front desk area for periods of up to four hours at a time. 
• Ability to respond calmly in complicated situations. 
• Must be able to lift to 60 pounds. Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork. 
• Must be able to tolerate areas containing secondary smoke. Bend, stoop, crouch, crawl, reach, kneel, twist, and grip items. Stand and walk for long periods of time. Maneuver up and down stairs. 
• Respond to visual and aural clues. 
• Must be able to work in an environment with a high noise level. 
• Must be able to work at a fast pace and in stressful situations.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

EDUCATION and/or EXPERIENCE:

Required:

• Must be able to communicate effectively in English, in both written and oral forms.
• High school diploma and or GED
• At least six months of guest service experience
• At least six months of experience handling multi-line phones
• Previous experience with LMS and PC software programs (MS Word, Excel) 
• Professional appearance and demeanor
• Ability to work varied shifts, including weekends and holidays
• perform job functions with attention to detail, speed, and accuracy
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly
• multitasking in various situations
• understand guest service needs
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest information and pertinent hotel data

Preferred:

• At least one year of Front Desk experience
• Previous experience working in a similar hotel setting

CERTIFICATES, LICENSES, REGISTRATIONS:

• Union Referral

WORK SCHEDULE/HOURS:

•  Varies

PHYSICAL REQUIREMENTS:

• Must have the physical ability to access all areas of the facility; move, lift, carry, push, pull, and place objects; withstand prolonged standing, stretching, bending, kneeling, lifting, and carrying items weighing at least 50 lbs. without restriction.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Physical stamina and proper mental attitude to work under pressure; work indoors and outdoors, as well as being exposed to hot/cold surfaces, steam, and wet floors.
• Most work tasks are performed indoors; however, there are events where outdoor activities are required. Indoor temperatures are moderate and controlled by internal environmental systems.
• Must be able to work in a fast-paced, busy, and noisy environment.

Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.