Front Office Agent

Description

Performs a variety of tasks including: checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. The Agent is often the first encounter a guest has with hotel guests and is thus very influential in creating the first impression of the hotel.

Principal Duties & Responsibilities

Enhances the guest experience by providing exceptional service.

Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.

Relays “guest requests” to appropriate staff.

Enters text messages for guests into the property’s management system as requested; relay guest messages.

Ensures calls are answered promptly and in accordance to department standards.

Follows established emergency procedures and acts as a communications link in emergency situations.

Answers fax and email inquiries.

Confirms and modify reservations.

Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.

Greets, registers, assigns rooms, and issues keys to arriving guests.

Assists guests in fulfilling their requests – room changes, extra amenities, etc.

Makes and confirms reservations.

Posts charges to guest folios.

Assists guests in resolving complaints.

Maintains a cash bank, cash checks, issue change.

Receives cash, checks, and credit cards for payment of services.

Processes complimentary transactions with supporting documentation.

Processes and submit end-of-shift reports.

Contacts Housekeeping and Facilities department when guests report room issues.

Reviews folios with guest ensuring accuracy; perform checkout.

Adheres to department and property policies and procedures.

Offers luggage assistance.

Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.

Issues all coupons.

Maintains knowledge of current marketing promotions and events.

Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).

Knowledge, Skills, And Abilities Required

High school diploma or GED

Must project a professional and positive image.

High energy level.

Proficiency in typing.

Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.

Must project a professional and positive image.

Ability to handle and carry out instructions.

Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.

Must be able to maintain composure under stress in a fast pace work environment.

Must be able to stand for long periods of time.

Basic reading and math skills.

Ability to work a flexible schedule.

Excellent interpersonal and communication skills.

Must be able to communicate clearly and effectively with all Hard Rockers and guests.

Ability to understand and promulgate written memos, instructions, regulations.

Training

All employees are required to complete mandatory compliance training within thirty (30) days of hire date, then annually thereafter. Training marked with an asterisk below must be completed prior to reporting to their respective work area. The below courses are required for this position:

Active Shooter Awareness Training

Counterfeit Currency Prevention

Cybersecurity Awareness for the Workplace

General Employee Safety Training

Hazard Communication

Responsible Gaming Awareness Training

Title 31 Introduction and Overview

Title 31 SAR Incident Reporting Awareness Training*

PCI Credit Card Fraud Prevention

Sexual Harassment Awareness for Frontline

TRMG Title 26 & Form 8300 for Non-Casino Departments *

Working Conditions

Physical Demands How Often Environmental Conditions How Often

Standing C Extreme Cold R

Walking O Extreme Heat R

Sitting O Temperature Changes R

Lifting R Wet R

Carrying R Humid R

Pushing R Noise O

Pulling R Vibration R

Climbing R Hazards R

Balancing C Atmospheric Conditions R

Stooping C Cigarette Smoke O

Kneeling C

Crouching C

Crawling R

Reaching C

Handling C

Grasping C

Feeling R

Talking C

Hearing C

Repetitive Motions C

Eye/Hand/Foot Coordination C

C=Constantly (5-8 hours per shift), F=Frequently (2-5 hours per shift), O=Occasionally (Up to 2 hours per shift), R=Rarely (does not exist as regular part of job)

Please check the physical strength of the job from the categories listed below.

_____ Little physical effort

__X__ Light work

_____ Medium work

_____ Heavy work

_____ Very heavy w