Front Desk Agent - Full Time (Swing Shift)

Oaklawn•Hot Springs, AR

2d•Onsite

About The Position

The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, maximizing room revenue and occupancy while delivering articulate service at the highest level possible. Always presents a friendly and professional image at the Hotel/Casino. The company, Oaklawn, has an extraordinary legacy and is a family with strong core values, providing a new level of excitement for its guests and Team Members. They aspire to be Arkansas' Employer of Choice.

Requirements

Must be at least 18 years of age.
High School Diploma or GED required.
Must be able to handle several projects and tasks at the same time.
Must be able to perform the physical job duties of all Front Desk team members.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

Nice To Haves

Guest service experience preferred.
Front desk experience preferred.

Responsibilities

Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
Maintains strict confidentiality in all departmental and company matters.
Provides impeccable guest service to all guests.
Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
Maintains a working knowledge of the Company’s property, as well as special events on and near property, in order to advise guests of same, whenever possible.
Provides information to guests about hotel policies, services and amenities.
Responds to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.).
Ensures a maximum level of service and satisfaction is achieved and maintained.
Sells rooms to “walk-in” customers.
Creates reservations using the system both individual and group related providing informational feedback regarding confirmation of reservation, arrival, departure, check-in, check-out, cancellation policy, credit card & payment requirements.
Enters/changes reservation information on the computer system.
Posts charges to guest accounts, processes payments from guests.
Makes necessary corrections to guest accounts.
Informs housekeeping department about room status/availability.
Cleans the front desk area and maintains public areas and lobbies.
Listens for and responds to guest complaints.
Maintains daily logs.
Balances shift work and cash drawers.
Reasons what a potential guest is looking for in room accommodations and participates in problem solving situations while keeping the Front Desk Manager well informed.
Recognizes and creates guest profiles to help maximize accuracy and guest recognition.
Assists other team members and departments to contribute to the best overall performance of the department and hotel.
Cooperates and communicates with all fellow team members, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
Makes efforts to keep informed of company information and communications by participating in department meetings, huddles and reviewing property bulletin boards, digital signage, and company newsletter.
Follows established procedures and policies of the Oaklawn Racing Casino Resort.