Agent I - Front Desk

The Front Desk Attendant is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors.

ESSENTIAL FUNCTIONS

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Check guests out of the property in accordance with procedures.
• Assist individuals and groups with check-in, checkout, and room changes.
• Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Maintain positive and professional communication with all staff.
• Resolve guest complaints using property procedures.
• Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.
• Coordinate operations with other departments, as needed.
• Operate ethically to protect the Hard Rock brand.
• Maintain confidentiality of guest, employee, and company information.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Ensure all guest information is accurate and maintained in an organized manner.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Work closely with the bell and door staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Always smile and offer a warm greeting to all.
• Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
• Promote room upgrades (upsell) and monitor and control product to meet goals.
• Ensure a healthy and safe work environment for co-workers and guests.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Present a professional image to employees, guests, clients, owners, and investors.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Participate in Sound Check meetings on each shift.
• Promote property outlets to guests.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Work with Front Office Manager regarding hotel business to keep them informed.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Utilize the property management system to run daily reports and block any special requests.
• Accept reservations, changes, and cancellations in the absence of reservations staff.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Perform additional duties as requested by department managers and supervisors.
• Take initiative to offer assistance throughout the property.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS

High School diploma or equivalent required, with a Secondary school degree preferred. Previous work experience in service for at least 2 years is preferred.

ADDITIONAL REQUIREMENTS (Licenses, Certifications, Testing, etc)

• Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
• Prior experience in the Gaming industry strongly preferred.
• Prior experience in Tribal Gaming preferred.
• Must be at least twenty-one (21) years of age.

ABILITY TO

• Ability to stand in place for the duration of the shift.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.

Closing

The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.