Front Desk Agent - PT

THUNDER VALLEY CASINO•Lincoln, CA

About The Position

The Front Desk Agent is responsible for welcoming, registering and checking guests in and out of the hotel. Provides AAA Four Diamond service to guests during their stay and serves as a liaison between hotel guests and the company. Practices established AAA Four Diamond service standards when handling all Guest opportunities and inquiries. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Requirements

High school diploma or equivalent education preferred.
One (1) year of Front Desk experience in a AAA Four Diamond rated property is preferred.
Three (3) years of customer service experience preferred.
Must have previous experience working with business equipment such as office computers, copiers, fax machines, and calculators.
Must have professional phone etiquette skills.
Must have the ability to apply patience, understanding, and resourcefulness to meet a variety of Guest requests.
Must be able to communicate effectively with Guests, Team Members and Management in both written and verbal form.
Must be able to speak clearly and persuasively in positive or negative situations.
Must be able to obtain UAIC Tribal Gaming License.
Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
Must be able to lift up to 50 lbs.
Must be able to sit or stand for the duration of shift.
Manual dexterity to operate job related equipment.

Responsibilities

Practice, support, and promote Thunder Valley Casino Resort’s “ELITE” company-wide service mission and demonstrate AAA Four Diamond service standards at all times.
Participate in daily pre-shift meetings outlining activities and expectations to ensure AAA Four Diamond standards achieved and maintained.
Welcome all Guests upon arrival.
Perform all check-in functions according to hotel policies and procedures, including, but not limited to, early check-ins, late check-ins and walk-in while ensuring proper payment.
Perform all check-out functions according to hotel policies and procedures, including, but not limited to, accepting payment by check, charge, cash and direct bill payments.
Perform night audit functions, including, but not limited to, posting room and tax information and compiling hotel statistical reports.
Accept, sort, and distribute all messages, small packages, and mail for Guests.
Respond to all guest inquiries in accordance with established company policy, procedures and AAA Four Diamond standards.
Answer telephone requests quickly, courteously, and in a professional manner.
Maintain knowledge of property activities.
Interact with guests, Team Members and Management in a courteous and professional manner.
Foster a success-oriented, accountable environment within the company.
When performing concierge duties, assist Guests with dining reservations, event reservations, babysitting, transportation, airline, medical, golf, spa, notary, floral and tennis information.
When performing concierge duties, make arrangements and plan itineraries for Guests.
When performing concierge duties, upsell amenities by using interpersonal and professional phone etiquette skills.
Must be familiar and maintain knowledge of property, local and regional entertainment, dining, shopping, and other activities.