Hotel Front Desk Agent

• Welcome and assist guests with check-in, check-out, and general hotel information while providing professional customer service.
• Enter and manage guest reservations and account information within the hotel computer system.
• Process payments, handle cash transactions, and maintain an accurate house bank.
• Respond to guest inquiries, telephone calls, and messages in a prompt and professional manner.
• Address and resolve guest concerns to ensure satisfaction and service recovery when needed.
• Promote and enroll guests in the casino player's program when appropriate.
• Maintain accurate guest account records and update player program information when applicable.
• Perform Night Audit functions including running reports, reconciling daily transactions, and correcting system discrepancies.
• Balance and verify all hotel revenue, settlements, and accounts to complete the end-of-day financial close.
• Prepare and organize audit reports and documentation for management review.
• Follow hotel policies related to safety, security, and guest service standards.
• Perform additional duties as assigned to support front office operations.
• Communicate both verbally and in writing to provide clear directions to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Must be able to work a full-time schedule during tournaments and other peak business periods.
• Must be able to work overtime, as business needs require, with or without advance notice.

The duties listed are not set forth for the purposes of limiting the assignment of work. This role supports guest check-in and check-out, payment processing, guest communication, and issue resolution while also completing nightly financial reconciliation, reporting, and system close procedures to ensure accurate daily hotel operations. The duties listed are not set forth for the purposes of limiting the assignment of work.

They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

• Prior customer service or hospitality experience preferred.

• Basic computer skills and ability to learn hotel property management systems.
• Strong attention to detail and ability to perform basic financial calculations.
• Excellent communication and interpersonal skills.
• Ability to remain professional and calm while handling guest concerns.

• High School diploma or equivalent experience.

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Always maintain a professional appearance and manner.
• Can communicate well with guests.
• Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers using empathy.

• Knowledge of chemical cleaning agents and operation of various cleaning equipment.
• Ability to extend arms, scrub, bend, stoop, and stand and walk public areas for extended periods of time. Be able to lift/pull/push up to 50 pounds.
• Ability to understand and follow directions and perform job functions under limited supervision.

Maintain high standards of guest service and professionalism.

Follow company policies, procedures, and safety guidelines.

Demonstrate reliability, punctuality, teamwork, and adaptability in a fast-paced hospitality environment.

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and…