Front Desk Agent

POSITION OVERVIEW

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.

The following and other duties may be assigned as necessary:

• Greet guests warmly and efficiently handle their check-in and check-out procedures
• Provide a personalized experience, ensuring their preferences and special requests are met
• Assist guests with inquiries, requests, and information about the hotel's facilities, services, and local attractions, striving to exceed guest expectations
• Respond promptly to guest inquiries, concerns, and complaints with empathy and professionalism
• Take ownership of any issues and follow through to ensure guest satisfaction
• Answer phone calls and respond to emails professionally, addressing guest inquiries and routing calls to the appropriate departments
• Manage cash transactions accurately and responsibly, including guest payments, room deposits, and cash float reconciliation
• Maintain the front desk area, ensuring it is organized, clean, and presentable at all times
• Handle guest complaints or issues promptly, taking ownership to resolve concerns and elevate matters to the Front Office Manager when necessary
• Maintain guest privacy and uphold hotel security procedures, verifying guest identification and providing secure access to guest rooms
• Foster positive guest relations by demonstrating a courteous and professional demeanor and anticipating guest needs
• Identify opportunities to upsell hotel services, room upgrades, and packages to enhance the guest experience
• Coordinate with other hotel departments, such as housekeeping, engineering, and reservations, to meet guest requirements and ensure seamless operations
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

• High school diploma or equivalent is required
• Previous experience in a front desk, guest services, or customer-facing role within the hotel or hospitality industry is preferred but not mandatory
• Excellent communication and interpersonal skills, with the ability to engage with guests from diverse backgrounds and cultures
• Strong organizational and multitasking abilities to manage guest inquiries, check-ins, and other front desk responsibilities efficiently
• Proficiency in using hotel reservation systems, property management systems (PMS), and other front office software
• Customer-centric mindset with a passion for delivering exceptional guest experiences
• Attention to detail to ensure accurate guest information, reservations, and billing
• Professional appearance and conduct, with a warm and welcoming demeanor
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

This position does not have any supervisory responsibilities.

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company.

By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential…