Dual Rate Front Desk Agent/Front Desk Shift Manager

Seneca Gaming Corporation•Niagara Falls, NY

8d•Onsite

About The Position

The Front Desk Agent (primary position) or VIP Services Representative (primary position) oversees hotel front desk operations, delivering high-level customer service to casino and hotel patrons while maximizing room revenue and occupancy. The employee may be called upon to fill the Front Desk Shift Manager (secondary position) when needed. The Shift Manager assists with daily front desk and bell/door service activities and guides subordinate personnel to ensure courteous hotel and resort services. When the Director of Hotel Operations and Front Desk Manager are absent, the employee serves as Manager on Duty. Duties are performed in accordance with Seneca Gaming Corporation policies and procedures, Internal Control Standards, and objectives. The role handles guest registration, reservations, payments, account questions, room readiness coordination, guest requests, information, and service recovery. It also includes routine reporting, cash and revenue-control procedures, communication with hotel departments, and maintaining a safe, professional work environment. Secondary duties include supporting daily Front Desk and Bell Stand assignments, resolving guest situations, preparing administrative reports and room packages, participating in personnel activities under the Front Desk Manager’s direction, and cross-training as a VIP Services Shift Manager. The position follows a 24-hour schedule. The work environment is usually moderately loud and can be loud on the casino floor; smoking is permitted. The work involves repetitive hand and wrist motion, light lifting, and standing and walking for long periods. The employee must maintain stamina and a suitable mental attitude while working under pressure in a fast-paced casino environment. Starting rate is $16.00; compensation is negotiable based on experience and education.

Requirements

Must be at least 18 years old upon employment.
High school diploma or equivalent required.
At least one year of hospitality/guest services and/or front desk experience required.
At least one to two years of front desk/hospitality supervisory experience required.
Knowledge of the surrounding community sufficient to provide guests with general information and directions.
Basic math skills to accurately calculate and process guest payments.
Proficient computer and PC skills; ability to operate office equipment and hotel systems software.
Excellent customer service skills and strong interpersonal and guest-relations abilities.
Ability to write routine correspondence and speak effectively with the public, employees, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interact effectively with customers and employees and resolve problems or conflicts diplomatically and tactfully.
Proven leadership ability to guide subordinate personnel and develop short-term developmental goals.
Ability to understand and communicate effectively with candidates and employees.
Ability to maintain physical stamina and an appropriate mental attitude while working under pressure in a fast-paced casino environment.

Nice To Haves

Knowledge of the casino industry is preferred.

Responsibilities

Greet, register, and assign rooms to hotel guests; issue room keys and provide escort instructions to bell personnel.
Respond to routine guest inquiries about hotel and restaurant services, availability, registration, shopping, dining, entertainment, attractions, and community events.
Book hotel, restaurant, walk-in, and other recommended reservations, and arrange dinner, transportation, entertainment, travel, and other guest services.
Verify guest credit and payment arrangements; compute bills, collect payments, make change, handle the cash drawer, settle departing guests’ accounts, and investigate and resolve billing discrepancies.
Review charges with guests at checkout and post room, food, liquor, telephone, and other charges to ledgers manually or by computer.
Maintain records of room availability and guest accounts, balance cash accounts, and perform other simple bookkeeping activities.
Notify housekeeping when rooms are vacant and ready for cleaning, and contact housekeeping or maintenance to address reported problems.
Perform pre-registration and inspect rooms to ensure readiness before occupancy.
Register VIP guests, complete required paperwork, obtain payment information, and accommodate VIP and other guest requests.
Record guest comments and complaints, refer matters to managers when appropriate, and follow up on requests to ensure guest satisfaction.
Answer and transmit messages using telephones or switchboards; date-stamp, sort, and rack incoming mail and messages.
Safeguard guest valuables in hotel safes or safe-deposit boxes and sign for guest package deliveries, ensuring correct delivery destinations.
Provide accurate information about the hotel, casino, community events, and attractions; keep guest information supplies stocked at the desk.
Handle Business Center requests and transactions in accordance with revenue-control procedures.
Print and process routine reports and assist with training new departmental employees as needed.
Encourage guests to complete satisfaction surveys and provide exceptional, friendly, and professional customer service.
Follow company and departmental policies, procedures, service standards, information-security policies, and the Acceptable Use Policy.
Communicate job- or service-related incidents to supervision promptly, attend required meetings and training, and meet attendance and regulatory requirements.
Maintain positive public and employee relations and a clean, safe, hazard-free work area.
Assist with other tasks and projects as directed; duties and expectations may change as needed.
Oversee and assist with daily work assignments for Front Desk and Bell Stand personnel.
Investigate and resolve guest situations, including reservation errors and lost personal belongings.
Prepare and process daily reports and perform general administrative duties, including special assignments such as junket and resort sales room packages.
Under the Front Desk Manager’s direction, participate in interviewing, hiring, training, scheduling, appraising, and supervising directly assigned personnel.
Follow Purchasing, HR, and TERO compliance policies; perform subordinate duties as necessary.
Communicate and coordinate with related areas to support effective operations.
Authorize point-redemption transactions for guests using accumulated points to receive a hotel room.
Participate as a panel member on SGC’s Board of Review as needed.
Cross-train as a VIP Services Shift Manager and adhere to the responsibilities of both positions.