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 and arrival experience is quick and efficient for all guests and visitors.
Responsibilities
ESSENTIAL JOB FUNCTIONS:
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.
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 and post charges/make adjustments to guest accounts.
Accept reservations, changes, and cancellations in the absence of reservations team.
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 Valet Bell Services team 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 the Hotel Operations Manager regarding hotel business to keep them informed.
Maintain positive and professional communication with all team members.
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 team members have the ability to maximize their potential.
Listen to comments, criticisms, and feedback from guests, team members, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
Work as a team, helping all team members 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.
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.
Present a professional image to team members, guests, clients, owners, and investors.
Maintain confidentiality of guest, employee, and company information.
Operate ethically to protect the Hard Rock brand.
Other duties as assigned.
Requirements
EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
High School Diploma or equivalent is required, along with 6 months of Front Desk/Hotel Operations experience in a similar hotel environment required or an equivalent combination of education and experience preferred.
ADDITIONAL REQUIREMENTS :
Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
Must successfully pass background check.
Must successfully pass drug screening.
Must be able to work nights, overnights, weekends, and holidays.
Ability to deliver a service level which creates an atmosphere that makes our guest want to return, giving each guest a positive, memorable entertainment experience.
Commitment to routinely go above and beyond in the accomplishment of position responsibilities in effort to play a role in the achievement of organizational goals.
Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Must possess strong communication
Benefits
Health insurance
Additional Information
Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
Job Description:
FRONT DESK AGENT
Seminole Hard Rock · Hard Rock Hotel & Casino Bristol