Front Desk Agent

Summary Greets and registers guests, providing prompt and courteous service. Assists resort guests with their check-in and checkout. Resolves guest challenges throughout their stay in the resort. Promotes resort services and amenities and up-sells room types and products to the guests.

Job Title:

Front Desk Agent

Department:
Hotel Front Office

Reports To:

Front Desk Supervisor

Greets and registers guests, providing prompt and courteous service. Assists resort guests with their check-in and checkout. Resolves guest challenges throughout their stay in the resort. Promotes resort services and amenities and up-sells room types and products to the guests.

This position does not have any supervisory responsibilities.

include the following. Other duties may be assigned.

• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including guest’s personal information, room type, length of stay, number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate.
• Codes electronic keys.
• Ensures guests know the location of the room. Provides guests with additional information as needed.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit cards, cash, and other forms of payment.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Responsible for maintaining up-to-date knowledge of Credit Card Compliance requirements commonly known as PCI (Payment Card Industry) Compliance by attending training provided by Casino Arizona, at least once a year or more if required by management.
• Responsible for following PCI (Payment Card Industry) Compliance regulations to protect card holder data and adhere to standards to protect guests’ private card information. This includes, but is not limited to, observing and reporting inappropriate card handling activity, either of customers or by employees, as defined by PCI.
• Responsible for the enforcement of all applicable regulations, under the code of Federal Regulations, Title 31, Chapter X, as it pertains to this position. This includes, but is not limited to, observing and reporting suspicious activity, of either customers or employees, as defined in the Code of Federal Regulations.
• Responsible for maintaining up-to-date knowledge of all applicable regulations under the…