Agent - Front Desk

The Front Desk Agent is responsible for warmly greeting guests upon arrival and providing exceptional service throughout the check-in and check-out process at Morongo Casino Resort & Spa. This position ensures all guests receive prompt, professional, and courteous assistance while maintaining a high standard of guest satisfaction and operational efficiency. The Front Desk Agent plays a key role in creating a welcoming first impression and supporting the resort’s commitment to 4-Star/4-Diamond service excellence.

• Warmly greets all guests upon arrival and provides a personalized welcome experience.
• Acknowledges returning guests by name and ensures efficient check-in and check-out processes.
• Issues room keys and provides instructions to Bell Attendants for guest escorting services.
• Delivers 4-Star/4-Diamond quality guest service at all times, anticipating guest needs and resolving concerns professionally.
• Answers incoming phone calls within three rings and responds courteously and efficiently to guest inquiries.
• Computes guest bills, collects payments, processes transactions, and issues change when needed.
• Provides accurate information regarding hotel amenities, local shopping, dining, entertainment, and travel directions.
• Acts as a sales ambassador by promoting room upgrades and resort offerings to enhance guest experience.
• Maintains a polished and professional appearance and demeanor while on duty.
• Performs other duties as assigned to support Front Desk operations and guest satisfaction.

This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

• Excellent interpersonal and verbal communication skills in person and over the phone.
• Ability to maintain professionalism, confidentiality, and composure in a fast-paced environment.
• Computer savvy with the ability to learn and use property management systems (LMS experience preferred).
• Accurate and efficient with cash handling and 10-key operations.
• Strong customer service focus with the ability to resolve issues diplomatically and effectively.
• Previous experience working in California hotel room sales preferred.
• Demonstrates high business ethics and a strong commitment to guest satisfaction and team collaboration.

• Associate degree in Hospitality Management, Business Administration, or a related field preferred.
• Additional coursework or training in customer service or front office operations desirable.
• Minimum of 1 year of experience in front desk, guest services, or hospitality operations required.
• Experience in a casino, hotel, or resort environment preferred.
• Strong customer service and communication skills with the ability to handle guest inquiries and concerns professionally.
• Proficiency with property management systems (PMS) and point-of-sale (POS) systems preferred.
• Basic knowledge of cash handling and credit card processing procedures required.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Ability to work flexible shifts, including nights, weekends, and holidays.

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

• Communication
  
  Skills:
  
  Must be able to communicate clearly, professionally, and courteously with guests, team members, and other…