Front Desk Agent

SUMMARY

The Front Desk Agent is responsible for handling all front-line duties while receiving incoming guests and provide guest services. They shall respond to telephone inquiries, Greetings, and incoming reservations while they promote the hotel services and ensuring maximum room revenues. The Front Desk Agent is fully responsible to provide Adequate Customer Service. The Agent will abide by the tasks listed in the Daily Check List outlined with instruction and training for each shift. They will assist in administrative duties as they relate to booking, tracking, charging, handling, and entering room reservations. The Agent will be responsible for entering appropriate data into the PMS and use all significant market segments.

All Team Members are required, on a continual basis to…

• Comply with all property and department policies, practices and procedures.
• Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
• Maintain a professional departmental, company, and community reputation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following:

• Maintain Confidentiality of proprietary and guest information; protect company assets and guest privacy.
• Must possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Be thoroughly familiar with hotel amenities, room rate promotions, restaurants, surrounding venues, and hotel policy to assist guests with requests for information.
• Be responsible for their assigned safety deposit box. Including Daily Cash Deposits and log.
• Be responsible for the Daily Check List with accountability.
• Be able to practice adequate communication with transactions.
• Accurate Cash Counting and compliance with Variance Policy.
• Be responsible for all shift reports at shift end and provide accurate pass on.
• Perform other reasonable job duties as requested by supervisors.
• Ability to work venue/event-driven schedules (including evenings, weekends, and long hours) when needed.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

QUALIFICATION REQUIREMENTS

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.

CERTIFICATES, LICENSE, AND REGISTRATIONS

Must be able to submit supporting documents of education and training (High School Diploma, GED, Degree and Certificates).
Must be able to obtain and maintain in good standing a Driver’s License and qualify for Fleet Management coverage on company vehicles.

EDUCATION AND/OR EXPERIENCE

High School Diploma or GED; required. Hospitality Certification, Customer Service Certification, Excellent Phone Etiquette, Online Travel Agent experience, and Bilingual Shoshone Bannock/ Spanish; preferred but not required
High School Diploma or GED with college credits with one (1) to two (2) years’ experience preferred. Hospitality Certification, Customer Service Certification, Excellent Phone Etiquette, Online Travel Agent experience, and Bilingual Shoshone Bannock/ Spanish; preferred but not required (G2)

SPECIAL QUALIFICATIONS

Candidate must be a motivated self-starter and strong organizational skills.

SAFETY REQUIREMENTS

Safety is a core value at Shoshone-Bannock Gaming/Hotel. The ability to work safely and prevent personal injury is a key job requirement of every position. Each employee is also expected to be committed to the safety of fellow employees and our customers and demonstrate that commitment through daily actions.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply common sense, understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables. Must be able to communicate effectively in person, while on the phone, while using intercom/microphone, and in writing.

PHYSICAL DEMANDS

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

WORK ENVIRONMENT

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.