Hotel Front Desk Agent

Responsible for all front desk operations, providing the highest standard of exceptional and courteous service while registering guests, settling guest accounts and servicing guest requests and inquiries. Performs guest safety and recreational work supervising, swimming and enforcing regulations at the hotel pool, as well as providing for guest comfort and safety. Promotes all aspects of the property and local area attractions. All functions will be performed within the guidelines of the MNGE policies & procedures.

Responsibilities:

1. Process guest arrivals and departures, including all necessary payments.
2. Handle & coordinate room assignments and pre-arrivals.
3. Handle guests' concerns, various requests, and event information for a pleasurable guest experience.
4. Verify hotel room availability and enter hotel reservations into Property Management System (INFOR) in order to provide seamless experience for guests.
5. Actively assist in marketing of all casino and hotel events, promotions and activities to both internal and external guests in an effort to obtain full occupancy of the hotel facility.
6. Adjust folio postings as necessary to ensure accuracy.
7. Assist with the check-in and check-out of groups and tours; utilize knowledge and familiarity of casino hotel and its amenities to recommend room sizes, views, offerings, specials, and excellent guest service features.
8. Utilize effective communication skills, professional attitude and good organizational skills to deliver accurate and timely information to guests and callers.
9. Maintain high standard of courtesy professionalism and discretion in communication and discretion in communications to, or about, preferred customers, their arrangements and finances.
10. Take payments, reservations payments and/or cash handling utilizing various computer applications.
11. Observe and patrol pool and enforce safety regulations; assist swimmers from water when in danger.
12. Greet all guests upon arrival, distribute towels, offer assistance with seating, and delivering consistent guest service, exceeding guest expectations, and providing all other supporting services.
13. Knowledgeable of hotel facilities and services to answer guest inquiries; pool side bar or amenities hours of operation.
14. Willing to take ownership of all guest requests and complaints, try to resolve issues immediately and follow up to ensure guest satisfaction; work with other departments to ensure guest satisfaction.
15. Identify and report defects throughout the pool and spa area; notify supervisors and concerned departments immediately of hazards, injuries, equipment or processes that negatively affect the operations.
16. Ensure the pool deck is swept and watered down and that all furniture is in the correct place, when setting up in the morning or shift; ensure cleanliness of area at all times and report maintenance issues to facilities department.
17. Responsible for maintaining cleanliness of pool deck and facilities including straightening and stacking chairs, collecting soiled towels and trash, moving chairs; replacing pool safety equipment, buoys, barriers, and cleaning signs.
18. Facilitate and maintain consistent pool safety programs, training, and documentation to ensure the overall safety of guests in the pool area; provide reports, as needed.
19. Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

Education

HS Diploma or GED; and/or combination of education & experience preferred.

Experience

Front Desk or Hotel Reservations experience preferred; casino hotel property or working knowledge of hotel facilities and services and/or local area amenities experience preferred; cash handling experience required. Possess positive, friendly and out-going personality; work as a customer-service focused team player.

Licenses/Certifications

MCN OPG Gaming License is required. Key positions required knowledge and application of Title 31 reporting requirements. Must have ability to pass comprehensive background check, drug test, and obtain gaming license as required.