Front Desk Agent

Blue Lake Casino•Blue Lake, CA

3h•$0 - $19

About The Position

The Front Desk Agent provides exceptional guest service while performing hotel front desk functions, including guest registration, reservations, cashiering, and guest account settlement. The role is a primary point of contact for hotel guests and promotes Blue Lake Casino & Hotel amenities, services, and promotions while ensuring accurate administration of the property's guest management systems. The agent registers arriving guests, creates reservations, maintains guest profiles, processes cash and credit card transactions, documents interactions requiring follow-up, and settles guest accounts. The role requires knowledge of hotel policies, room types, packages, promotions, gaming amenities, dining outlets, and enterprise events. It also involves coordinating with other departments, assisting guests with concerns, providing information about Rewards Club benefits and property amenities, delivering special amenities to VIP guests, and maintaining the confidentiality of sensitive guest and company information. The position has no supervisory responsibilities. The agent must maintain a safe and professional work environment, follow departmental standards and procedures, and maintain regular attendance. The agent must hold an active Blue Lake Tribal Gaming Commission License while employed and complete Title 31 training within three months of employment. The work environment is usually moderately noisy, with occasional exposure to fumes or airborne particles such as cigarette smoke. Physical duties include regularly standing, walking, using hands, reaching, and communicating; occasionally sitting, climbing or balancing, and stooping, kneeling, crouching, or crawling; and regularly lifting or moving up to 25 pounds.

Requirements

High school diploma or GED equivalent and one year of prior administrative, office, or customer service experience, or an equivalent combination of education and experience.
Good organizational and administrative skills.
Experience with MS Office Suite.
Ability to learn quickly and maintain confidentiality.
Ability to solve problems independently and work effectively as part of a team.
Strong verbal and written communication skills.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group settings.
Ability to calculate discounts, interest, commissions, proportions, and percentages, and apply basic algebra.
Ability to solve practical problems and interpret written, oral, diagram, or schedule-based instructions.
Must maintain a valid and active Blue Lake Tribal Gaming Commission License while employed.
Must complete Title 31 training for reporting suspicious activity and large cash transactions within three months of employment.
Must be able to regularly stand, walk, use hands, reach, and talk or hear; occasionally sit, climb or balance, and stoop, kneel, crouch, or crawl; and regularly lift or move up to 25 pounds.
Must have the close-vision ability required for the job.

Nice To Haves

Prior experience with a hotel property management system is preferred.

Responsibilities

Register arriving guests by verifying their identity and reservation details while providing superior guest service.
Create accurate reservations and maintain guest profiles in the property management system.
Conduct cash and credit card transactions, manage a cash till, and follow transaction, fraud, and other applicable procedures.
Accurately document guest interactions requiring follow-up.
Maintain knowledge of hotel policies, room types, packages, promotions, gaming amenities, dining outlets, and enterprise events.
Coordinate with other departments to ensure guest needs are met.
Settle guest accounts and make sound business decisions regarding discounts.
Maintain confidentiality and discretion when handling sensitive information, guest records, planning, and promotional procedures.
Greet guests and provide bell service as needed.
Operate the multi-line phone system.
Resolve guest concerns, complaints, and suggestions to provide superior service, referring unresolvable matters to Management.
Remain current on emergency procedures.
Prepare and deliver special amenities to VIP guests.
Ensure Management is aware of guest special requests and that guest profiles are properly noted before check-in.
Explain Rewards Club benefits, property amenities, and promotions to guests.
Provide courteous service to guests and be cordial to Team Members.
Work any day or shift as assigned.
Assist with projects assigned by Management as needed and perform other duties as assigned.
Create a fun atmosphere for casino guests and encourage mutual respect, dignity, and integrity among Team Members.
Support a safe work environment by following safety guidelines, identifying potential hazards, and reporting them for resolution.
Enforce departmental performance standards, policies, and procedures and maintain regular attendance.