Dual Rate Front Desk Agent/Front Desk Shift Manager

Seneca Gaming Corporation•Niagara Falls, NY

About The Position

The Front Desk Agent is the primary position, or the VIP Services Representative may serve as the primary position, with the employee called upon to fill the Front Desk Shift Manager role when needed. The primary role oversees hotel front desk operations, ensuring high levels of guest service while maximizing room revenue and occupancy. The Shift Manager assists with daily front desk and bell/door service activities and guides subordinate personnel. In the absence of the Director of Hotel Operations and Front Desk Manager, the employee serves as Manager on Duty. All duties are performed in accordance with Seneca Gaming Corporation policies and procedures, Internal Control Standards, and objectives. The position handles guest registration, reservations, payments, billing, room readiness, guest requests, information, and service concerns. It also supports VIP guests, business center transactions, package deliveries, reports, training, and coordination with other hotel and casino departments. In the secondary Shift Manager role, the employee assists with staff assignments and supervision, resolves guest situations, and performs administrative and operational duties. The position follows a 24-hour schedule. The work environment is moderately loud, with louder noise on the casino floor, and smoking is permitted. Physical requirements include repetitive hand and wrist motion, light lifting, and standing and walking for long periods. The employee must maintain stamina and a proper mental attitude while working under pressure in a fast-paced casino environment. The starting salary rate is $16.00. Compensation is negotiable based on experience and education. Some requirements may be waived if fully qualified candidates are unavailable.

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.
Good knowledge of the surrounding community to provide guests with general information and directions.
Basic math skills to accurately calculate and process guest payments.
Proficient computer/PC skills and ability to operate office equipment, including hotel systems software.
Excellent customer service and interpersonal skills; ability to communicate effectively with guests, employees, and the public.
Ability to write routine correspondence and speak effectively to 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 work under pressure in a fast-paced casino environment and maintain physical stamina and a proper mental attitude.
Must complete required SGC training programs within nine months of employment and complete future training seminars that enhance Four Diamond guest service.
Must attend necessary meetings and meet job attendance guidelines.
Must be able to perform repetitive hand and wrist motions, light lifting, and prolonged standing and walking.

Nice To Haves

Knowledge of the casino industry preferred.

Responsibilities

Greet, register, and assign rooms to hotel guests; issue room keys and escort instructions to bell staff.
Respond to guest questions about hotel services, registration, dining, shopping, entertainment, attractions, and community events.
Book hotel, restaurant, walk-in, and other recommended reservations, and arrange transportation, entertainment, and other guest services.
Verify guest credit and payment arrangements; compute bills, collect payments, make change, settle departing guest accounts, and investigate billing discrepancies.
Review accounts and charges with guests during checkout and maintain guest-account and room-availability records manually or using computers.
Advise housekeeping when rooms are vacant and ready for cleaning, and contact housekeeping or maintenance about reported problems.
Perform pre-registration and room inspections to ensure rooms are ready for occupancy.
Register VIP guests, complete required paperwork, and obtain payment information.
Record guest comments and complaints, refer matters to managers as needed, and follow up on requests to ensure guest satisfaction.
Perform basic bookkeeping, balance cash accounts, and post charges to guest ledgers.
Date-stamp, sort, and rack incoming mail and messages; transmit and receive messages by telephone or switchboard.
Secure guest valuables in hotel safes or safe-deposit boxes.
Process routine reports and assist with training new departmental employees as needed.
Encourage guests to complete satisfaction surveys and provide exceptional, professional customer service.
Handle Business Center requests and transactions in accordance with revenue-control procedures.
Sign for guest package deliveries and ensure they reach the correct destination; keep guest information supplies stocked at the desk.
Maintain adherence to company and departmental policies, procedures, service standards, information-security policies, and the Acceptable Use Policy.
Communicate job- or service-related incidents to supervisors promptly, attend required meetings and training, and meet attendance guidelines.
Promote positive public and employee relations and maintain a clean, safe, hazard-free work area.
As Front Desk Shift Manager, oversee and assist with daily work assignments at the Front Desk and Bell Stand.
Investigate and resolve guest situations, including reservation errors and lost belongings.
Prepare and process daily reports and perform other administrative duties and special assignments, including junket and resort sales room packages.
Under the Front Desk Manager's direction, participate in interviewing, hiring, training, scheduling, appraising, and supervising assigned personnel.
Follow Purchasing, HR, and TERO compliance policies; perform subordinate duties as necessary and coordinate with related areas.
Authorize guest point-redemption transactions for hotel rooms and participate in the SGC Board of Review as needed.
Cross-train as a VIP Services Shift Manager and comply with the duties and responsibilities of both positions.
Perform other duties and projects as directed; duties and expectations may change as needed.