Front Desk Agent - On Call

Responsibilities

• ROLE EXPECTATIONS
• Responsibilities include, but are not limited to, the following:
• Welcoming guests and providing unmatched guest service using the property guest service standards.
• Performing quick, efficient, accurate, and friendly check-in, check-out, and other front desk transactions.
• Using Property Management Systems to register hotel guests while ensuring that all guest information is validated with the highest level of accuracy.
• Effectively quoting rates for same day reservations and demonstrating the ability to build them in the Property Management System.
• Extensive collaboration with all departments within the hotel, ensuring that all needs for our guests can be completed or routed appropriately.
• Being comfortable handling cash, processing payment cards, maintaining a daily bank, and balancing transactions.
• Demonstrating the ability to naturally diffuse guest challenges and troubleshoot for resolution, resulting in overall guest satisfaction.
• Managing hotel room inventory while maximizing revenue generation through upsells.
• Assisting with maintaining the Contact Center management system and Property Management system with regards to Casino Marketing promotions, transient guest offers and reservations, and group reservations.
• Maintaining confidentiality of department affairs.
• Performing all duties deemed necessary for the success of the department.

Requirements

• Minimum one year of customer service experience required.
• Excellent organizational skills with the ability to multi-task and perform under pressure.
• Technical proficiency with Microsoft Office Suite, Property Management Systems - Opera preferred.
• Ability to effectively communicate in one-on-one, small group, and large group settings.
• Excellent verbal communication skills with a consistent pleasant tone and positive sentiment.
• Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.
• Ability to work any shift - day, afternoon, swing, or graveyard.
• Ability to stand and walk for an extended period, an average 8-hour shift.
• At least 18 years of age.
• PREFERRED
• Hotel industry experience
• Bilingual
• CERTIFICATIONS, LICENSES, REGISTRATIONS
• Must be able to qualify for licenses and permits required by federal, state and local regulations.

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Company Intel

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