H6260 Front Desk Agent Bilingual

Front Desk Agent

Assists in the checking-in and out of the hotel guest, taking reservations for the hotel, assisting the guest with any needs that they might have while staying at the resort.

Key Responsibilities and Performance/Behaviors:

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

Performance:

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP's and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; "Do it right the first time."
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

Behavior:

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

Service:

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team's service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

Professionalism:

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

Attendance:

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

Communication:

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

Team Work:

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

Essential Duties and Responsibilities include the following and are subject to change at management's discretion:

• Responsibility for checking all guest in the
• Making Key cards for the hotel guest;
• Knowledge of the Hotel and the surrounding area;
• Taking reservations for future Hotel guest;
• A working knowledge of all packages that are be offered at the hotel;
• A working knowledge of basic computer systems;
• Responsible for a money bank and deposit of monies taken in at the hotel;
• Keep a clean work station at all times;
• Performs duties at maximum speed and efficiency when needed;
• Checks out the hotel guest;

• Adheres to all regulatory, departmental, and casino Policies and Procedures and to the Casino Internal Control Structure;
• Performs other duties as assigned;

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

Education and/or Experience Requirements:

• High School Diploma or GED; at least one year experience in a customer service environment, excellent communication and computer skills. Individual must have a healthy and friendly…