Front Desk Agent

Provides hospitality in a friendly manner in accordance with SRTC Guest Service Standards. Greets and assists each guest in a friendly and courteous manner when processing registrations and check-outs, as well as providing information and directions to guests regarding all services available on property. Takes ownership of guest challenges and resolves guest issues using service recovery tools. Cross trains in call center, answering SRTC phones, directing calls, making reservations and answering general questions.

• Practices, supports, and maintains the Mission, Vision and Values of Casino.
• Ensures that all guests are greeted and offered friendly and professional service in a timely fashion. 
• Performs registering guests into the hotel and assigning appropriate rooms. 
• Provides a detailed explanation of all hotel facilities and amenities. 
• Communicates check-in and check-out status to the housekeeping department, to include special requests. 
• Pre-assigns rooms for special requests. 
• Maintains an organized, accurate reservation system for individual and group room bookings. 
• Performs cashiering duties as needed. 
• Answers telephones promptly and courteously. Route calls appropriately. 
• Serves as a first point of contact for internal and external guests.
• Answers and directs incoming calls to appropriate individuals and/or departments, greeting and directing guests and performing other clerical duties. Operates phone console equipment and overhead paging systems, where applicable.
• Reads all information posted on the front desk bulletin board and shift binder. 
• Obtains forms of payment for all registered guests. Performs credit checks in accordance with department standard operating procedures.
• Enthusiastically sells property. Offer information on dining options,  guest rooms/suites upgrades, banquet/meeting space, gaming floor, and casino events.
• Remains up to date on casino promotions and events. 
• Assists guests with casino event/promotion participation. 
• Ensures security of all confidential guest information 
• Files folios and complete daily paperwork. Set wake-up calls, where applicable.
• Communicates with sales department to ensure proper handling of group bookings. 
• Answers phones with a smile and professional greeting, directing calls to appropriate team member or department. 
• Make reservations. 
• Checks out bank following STRC cash handling policies, and performs cash handling duties appropriately.  
• Utilizes chemicals and supplies to clean and sanitize workstations and lobby areas as needed or directed by Hotel management. 
• Complies with all policies and procedures set forth by STRC and hotel management.
• Participates in the resolution of disputes and notifies the supervisor when necessary. 
• Exemplifies STRC’s guest service standards and expectations.
• Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures. 

GENERAL CONDITIONS

• Must have the ability to adapt to different situations and change in work processes to accommodate guest needs.
• Demonstrate the ability to take constructive feedback.
• Excellent communication skills both written and verbal. Read, write, and speak English fluently.
• Strong understanding of proper business etiquette and interactions.
• Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Perform other tasks assigned.

• Must be at least eighteen (18) years of age.
• One (1) year guest service experience. Hospitality and/or Hotel front desk experience preferred.
• Proficient in using Microsoft Office Suite applications and Lodging/Property Management Systems.
• Cash handling/bank drawer experience preferred. Excellent time management and organizational skills.
• Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
• Strong guest service and problem-solving skills.
• Able to Multitask in a fast-paced environment
• Must be able to tolerate areas containing varying noise, smoke, and temperature levels

Gaming License Required? Ability to secure and maintain STATE OR TRIBAL Gaming License.