DR Front Desk Agent/Front Desk Shift Manager

Benefits

Additional Information

The Front Desk Agent (Primary position) or VIP Services Representative (primary position) oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy, is called upon to fill the Front Desk Shift Manager (Secondary position) when needed. The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. In the absence of the Director of Hotel Operations and Front Desk Manager, the incumbent assumes the position of "Manager on Duty". All duties are to be performed within the guidelines of the Seneca Gaming Corporation's policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Greet, register, and assign rooms to guests of hotel. 2. Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability. 3. Book recommended hotel, restaurant, and walk in reservations. 4. Compute bills, collect payments, and make change for guests. 5. Issue room keys and escort instructions to bell person. 6. Verify customers' credit, and establish how the customer will pay for the accommodation. 7. Review accounts and charges with guests during the check out process. 8. Keep records of room availability and guests' accounts, manually or using computers. 9. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. 10. Contact housekeeping or maintenance staff when guests report problems. 11. Perform simple bookkeeping activities, such as balancing cash accounts. 12. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers. 13. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc. 14. Date-stamp, sort, and rack incoming mail and messages. 15. Deposit guests' valuables in hotel safes or safe-deposit boxes. 16. Record guest comments or complaints, referring customers to managers as necessary. 17. Transmit and receive messages, using telephones or telephone switchboards. Perform pre-registration and room inspection to ensure readiness of rooms prior to occupancy. 18. Register VIP guests by completing appropriate paperwork and obtaining proper payment information. 19. Provide reservations for dinner, transportation, entertainment, etc. 20. Accommodate guest requests pertaining to Hotel/Casino events, restaurant reservations, travel and entertainment arrangements, attraction information, etc. 21. Settle account balances of departing guests by accepting payment of handling cash drawer. Investigates and resolves general billing discrepancies. 22. Respond to guest inquires concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel. 23. Print and process routine reports and may assist in the training of new departmental employees. 24. Encourage guest completion of the guest satisfaction surveys. 25. Assist in other job tasks/projects, as directed. 26. Ensure consistent adherence to company/departmental policies and procedures and established service standards. 27. Communicate any and all job/service related incidents to supervision in a timely manner. 28. Work to accommodate all guests' requests, including those related to reservations, spa/salon, housekeeping, valet, casino events, outside events/reservations, player development, entertainment, national marketing, etc. Follow up to ensure guest satisfaction. 29. Stationed at the Hotel Guest Services Desk, provide guests with accurate general information about the hotel, casino and community events. 30. Handle guests' requests pertaining to the Business Center and all transactions according to established revenue control procedures. 31. Sign for any package deliveries for hotel guests, ensuring their correct destination. 32. Keep desk stocked with guest informational supplies, such as maps, promotion flyers, brochures, etc. 33. Promote positive public/employee relations at all times. 34. Maintain a clean, safe, hazard-free work environment within area of responsibility. 35. Print and process routine reports and may assist in the training of new departmental employees. 36. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times. 37. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 38. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 39. Must comple