Job DescriptionJob Description
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.
