Front Desk Associate

Job Description

Position: Front Desk Associate

Department: Hotel Operations

Job Summary: Greets and registers guests, receives payment for services, and provides support in other capacities, as needed, such as performing concierge duties. Provides outstanding guest service at all times.

Duties and Responsibilities (specific areas of responsibility include but are not limited to):

1. Welcomes, greets and registers arriving guests, assigns rooms, and obtains deposits where required.
2. Ensures the accuracy of registrations knowing the availability of rooms, quoting correct rates, inputting correct information of arrival date, length of stay, and room type as well as obtaining deposits. Maintains an awareness of room and house statuses.
3. Ensures that guest accommodation needs are met during the registration and departure process and ensures that complete satisfaction is confirmed.
4. Issues electronic guest room keys by following strict identification and issuance guidelines to ensure guest safety.
5. Answers questions and provides information about hotel services and amenities, area attractions, and other matters electronically as well as by letter, telephone, and in person.
6. Keeps in constant communication with the Housekeeping and Facilities units to have an up-to-date list of clean and working rooms; matches up as many reservations with the correct room types as possible at the start of and during a shift.
7. Compiles and checks daily record sheets, guest accounts, receipts, and vouchers using computerized or manual systems; ensures hard copies of essential paperwork, such as signed registration paperwork and backup, is kept organized and placed in a secure location until reviewed at the end of shift.
8. Answers calls on multiline telephones and takes action such as making or modifying reservations, taking messages, or transferring calls.
9. Maintains constant awareness of services, promotions, and events offered by the Entertainment Enterprise Division (EED) to inform guests; promotes the EED's profit centers through pro-active selling.
10. Resolves guest and team member complaints in a pleasant and level headed manner by responding electronically, telephone, or in person; refers complaints that are difficult to resolve to a supervisor.
11. Provides outstanding guest service during guest stays by responding to requests quickly and cheerfully, such as holding mail; refers request to supervisor, if unable to fulfill.
12. Supports other areas, such as the Concierge and Bell Attendants, if necessary, by helping guests with reservations, recommending activities they can do during their stay, or arranging transportation.
13. Supports management staff by alerting them to potential problems and making recommendations to improve productivity, reduce costs, and improve guest service.
14. Acts as a goodwill ambassador for the EED both inside and outside of the workplace.
15. Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities:

1. Knowledge of the EED reservation software system.
2. Knowledge of departmental and the EED's internal controls, policies, and procedures.
3. Knowledge of guest service principles and practices.
4. Knowledge of multiline telephones and standard office equipment such as photocopiers and fax machines.
5. Good telephone and basic clerical skills.
6. Good communication and interpersonal skills
7. Ability to become computer proficient with Microsoft Office Suite software, especially word processing, as well as reservation software and point of sale systems.
8. Ability to work in a fast paced environment and cheerfully handle stress.
9. Ability to analyze information, problem solve, and make sound decisions.
10. Ability to read, write, and complete any necessary paperwork.
11. Ability to lift and move twenty (20) or more pounds, with or without a reasonable accommodation.
12. Ability to maintain the physical stamina required in a fast paced work environment, including an ability to stand for long periods of time.

Minimum Qualifications:

1. Six (6) months of guest service experience.
2. Must be able to work any shift, weekends, holidays, special events, and overtime, as needed.
3. Must have employment eligibility in the U.S.
4. Must be able to obtain, maintain, and retain a valid non-gaming license.

Preferred Qualifications:

1. One (1) year front desk experience in an Indian gaming/hotel environment.