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.

Required Experience:

Unclear Seniority