The Front Desk Agent 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. 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 checkout 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.
18. 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.
19. 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.
20. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
21. Must complete all required SGC Training programs within nine (9) months from commencement of employment. Must complete all future training seminars which enhance Four Diamond guest service.
22. Attend all necessary meetings.
23. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.
QUALIFICATIONS/REQUIREMENTS:
Education/Experience:
1. Must be 18 years of age or older upon employment.
2. High school diploma or equivalent required.
3. Must have excellent customer service skills.
Language Skills and Reasoning Ability:
1. Must possess excellent communication skills.
2. Ability to write routine correspondence and to speak effectively to the public, employees and customers.
3. Ability to define problems, collect data, establish facts and draw valid conclusions.
4. Must have the ability to deal effectively and interact well with the customers and employees.
5. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
1. Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
2. Light lifting.
3. Must be able to stand and walk for long periods.
4. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
$15.50
Compensation is negotiable based on experience and education.
Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.
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