LICENSE/CERTIFICATION: State of Nevada Gaming Permit, if at least 21 years old.
JOB SUMMARY: Front Desk Agent position is responsible for providing exceptional customer service, handling guest check-in and check-out processes, and assisting guests with inquiries and requests. The Front Desk Agent plays a key role in creating an exceptional and welcoming experience for guests while ensuring efficient front desk operations. If at least 21 years old: Enroll guests in the company’s players rewards program and issue player cards.
JOB QUALIFICATIONS: Good computer skills and ability to communicate clearly in English required. Must be customer service oriented. Must be able to give and receive accurate information and interpret procedures to benefit both the company and the guest in response to changing situations.
ESSENTIAL JOB FUNCTIONS: 1. Greet guests warmly and efficiently, complete the check-in and check-out procedures, and facilitate reservations as needed.
2. Manage cash and credit transactions accurately and responsibly, including guest payments, room deposits, and cash reconciliation.
3. Maintain guest privacy and uphold hotel security procedures, verifying guest identification and providing secure access to guest rooms.
4. Assist guests with inquiries, requests, and information about the property’s events, facilities, services, and local attractions, striving to exceed guest expectations.
5. Work in concert with other departments to meet guest’s needs.
6. Answer phone calls and respond to emails professionally.
7. Other job related duties as assigned and instructed by management.
8. If at least 21 years old: Register new guests into the company’s players rewards program and accurately enter data into the company’s players rewards system.
CUSTOMER SERVICE EXPECTATIONS: • Use the guest’s name with each and every transaction.
• Handle guest complaints or issues promptly, taking ownership to resolve concerns and elevate matters to the Hotel Manager or Front Desk Supervisor when necessary.
• Identify opportunities to upsell hotel services, room upgrades, and packages to enhance the guest experience.
• Apologize for any delay.
• Offer detailed directions or maps and/or weather conditions.
PHYSICAL DEMANDS: The work requires some physical exertion such as long periods of standing; walking over rough, uneven, or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching, or similar activities; recurring lifting of moderately heavy items such as typewriters and record boxes. The work may require specific, but common, physical characteristics and abilities such as above-average agility and dexterity.
WORK ENVIRONMENT: The work environment involves everyday risks or discomforts requiring normal safety precautions e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations, etc. The work area is indoors. The work environment involves exposure to secondhand smoke in a casino. This is a 24 hour/7 day a week work environment with varying shifts including weekends and holidays.
