Agent (On-Call) - Front Desk

Plaza Hotel & Casino•Las Vegas, NV

10d•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 the PlayLV 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 workstation. Responsible for directing guests, internal and external, to appropriate departments. Other Specific Job Functions: Must promote and represent PlayLV in a positive manner 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 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 guest. Other related duties as necessary This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Requirements

Excellent interpersonal, customer service, communication skills.
Ability to work inside and continuously maneuver around front desk area for periods of up to four hours at a time.
Ability to respond calmly in busy situations.
Must be able to lift up to 60 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.
Required: Must be able to communicate effectively in English, in both written and oral forms.
High school diploma and or GED
Ability to obtain and maintain Gaming License and Alcohol Awareness Card
At least six months guest service experience
At least six months experience handling multi-line phones
Previous experience with LMS and PC software programs (MS Word, Excel)
Professional appearance and demeanor
Ability to work varied shifts, including weekends and holidays
Ability to: perform job functions with attention to detail, speed, and accuracy
prioritize and organize
be a clear thinker, remaining calm and resolving problems using good judgment
follow directions thoroughly
multi task in various situations
understand guest service needs
work cohesively with co-workers as part of a team
work with minimal supervision
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 the PlayLV 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 workstation.
Responsible for directing guests, internal and external, to appropriate departments.
Must promote and represent PlayLV in a positive manner 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 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 guest.
Other related duties as necessary