Agent (On-Call) - Front Desk

Plaza Hotel & Casino • Las Vegas, NV

1d • Onsite

About The Position

POSITION SUMMARY: It is the primary responsibility of the Front Desk Agent to provide excellent customer service and create a safe and friendly environment for employees and guests by promoting goods and services, assigning rooms, registering guests, determining credit, rendering bills, receiving cash and credit payments, and providing excellent guest service. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.

Top 5 Specific Job Functions:
Responsible for the complete registration process, including, but not limited to, check-in, check-out, and providing guest services as outlined in our Team Member Handbook and department policies and procedures.
Obtain payment from guests upon check-in and check out for all accrued charges.
Fill out all applicable forms for various transactions/procedures, as well as shift reports, as specified in the policies and procedures of the front desk.
Responsible for stocking and restocking the workstation.
Responsible for directing guests, internal and external, to appropriate departments.

Other Specific Job Functions:
Must promote and positively represent Plaza at all times, focusing on enhancing all guest experiences, utilizing professional language appropriate for the workplace.
Responsible for assisting/resolving complaints, providing information, and coordinating activities within the Front Office Operation.
Must have a working knowledge and understanding of casino programs and offers, and must understand the process regarding casino gaming criteria and it’s implication towards room assignments and billing.
Consistently monitors room rack, room type availability, room change status, room status, room rates, and occupancy.
Perform various guest services (send, receive, and process fax transmissions, mail services, text messages; and answer and accommodate incoming phone calls, etc.) in a timely and professional manner.
Must be able to retain and communicate information given by other departments, guests, and or fellow team members and relay to management.
Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure.
Must be able to sufficiently multitask while servicing high volumes.
Must be able to stand for an extended period of time.
Must maintain a positive upbeat attitude with all internal and external guests.
Must maintain a positive, friendly demeanor when dealing with difficult guests.
Other related duties as necessary

Requirements

• Excellent interpersonal, customer service, and communication skills.
• Ability to work inside and continuously maneuver around the front desk area for periods of up to four hours at a time.
• Ability to respond calmly in complicated situations.
• Must be able to lift up to 50 pounds.
• Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
• Must be able to tolerate areas containing secondary smoke.
• Bend, stoop, crouch, crawl, reach, kneel, twist, and grip items.
• Stand and walk for long periods of time.
• Maneuver up and down stairs.
• Respond to visual and aural clues.
• Must be able to work in an environment with a high noise level.
• Must be able to work at a fast pace and in stressful situations.
• Must be able to communicate effectively in English, in both written and oral forms.
• High school diploma and or GED
• At least six months of guest service experience
• At least six months of experience handling multi-line phones
• Previous experience with LMS and PC software programs (MS Word, Excel)
• Professional appearance and demeanor
• Ability to perform job functions with attention to detail, speed, and accuracy
• Ability to prioritize and organize
• Ability to be a clear thinker, remaining calm and resolving problems using good judgment
• Ability to follow directions thoroughly
• Ability to multitask in various situations
• Ability to understand guest service needs
• Ability to work cohesively with co-workers as part of a team
• Ability to work with minimal supervision
• Ability to maintain confidentiality of guest information and pertinent hotel data

Nice To Haves

• At least one year of Front Desk experience
• Previous experience working in a similar hotel setting

Responsibilities

• Responsible for the complete registration process, including, but not limited to, check-in, check-out, and providing guest services as outlined in our Team Member Handbook and department policies and procedures.
• Obtain payment from guests upon check-in and check out for all accrued charges.
• Fill out all applicable forms for various transactions/procedures, as well as shift reports, as specified in the policies and procedures of the front desk.
• Responsible for stocking and restocking the workstation.
• Responsible for directing guests, internal and external, to appropriate departments.
• Promote and positively represent Plaza at all times, focusing on enhancing all guest experiences, utilizing professional language appropriate for the workplace.
• Assist/resolve complaints, provide information, and coordinate activities within the Front Office Operation.
• Maintain a working knowledge and understanding of casino programs and offers, and understand the process regarding casino gaming criteria and its implication towards room assignments and billing.
• Consistently monitor room rack, room type availability, room change status, room status, room rates, and occupancy.
• Perform various guest services (send, receive, and process fax transmissions, mail services, text messages; and answer and accommodate incoming phone calls, etc.) in a timely and professional manner.
• Retain and communicate information given by other departments, guests, and or fellow team members and relay to management.
• Work well in stressful, high-pressure situations and maintain composure and objectivity under pressure.
• Sufficiently multitask while servicing high volumes.
• Stand for an extended period of time.
• Maintain a positive upbeat attitude with all internal and external guests.
• Maintain a positive, friendly demeanor when dealing with difficult guests.
• Perform other related duties as necessary.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED