Front Desk Agent - FT

THUNDER VALLEY CASINO•Lincoln, CA

6d•Onsite

About The Position

The Front Desk Agent welcomes, registers, and checks hotel guests in and out, provides AAA Four Diamond service during their stay, and serves as a liaison between guests and the company. The role follows Thunder Valley Casino Resort’s “ELITE” service mission and all company standards, policies, and procedures. It includes front desk and night audit duties, responding to guest inquiries, and concierge assistance when assigned.

Requirements

High school diploma or equivalent education preferred.
One year of front desk experience at a AAA Four Diamond-rated property preferred.
Three years of customer service experience preferred.
Previous experience working with business equipment such as office computers, copiers, fax machines, and calculators.
Professional phone etiquette skills.
Ability to apply patience, understanding, and resourcefulness to meet a variety of guest requests.
Ability to communicate effectively in written and verbal form with guests, team members, and management.
Ability to speak clearly and persuasively in positive or negative situations.
Must be able to obtain a UAIC Tribal Gaming License.
Ability to see within the normal corrective vision range, see color, and distinguish letters, numbers, and symbols.
Ability to lift up to 50 pounds and sit or stand for the duration of the shift.
Manual dexterity to operate job-related equipment.

Nice To Haves

One year of front desk experience at a AAA Four Diamond-rated property.
Three years of customer service experience.
High school diploma or equivalent education.

Responsibilities

Practice, support, and promote the company-wide “ELITE” service mission and demonstrate AAA Four Diamond service standards.
Participate in daily pre-shift meetings about activities and service expectations.
Welcome guests and perform check-in functions according to hotel policies, including early and late check-ins and walk-ins, while ensuring proper payment.
Perform check-out functions according to hotel policies and accept check, charge, cash, and direct bill payments.
Perform night audit functions, including posting room and tax information and compiling hotel statistical reports.
Accept, sort, and distribute guest messages, small packages, and mail.
Respond to guest inquiries according to company policies, procedures, and AAA Four Diamond standards.
Answer telephone requests quickly, courteously, and professionally.
Maintain knowledge of property activities and interact courteously and professionally with guests, team members, and management.
Foster a success-oriented, accountable environment within the company.
When performing concierge duties, assist guests with dining and event reservations and provide information about babysitting, transportation, airline, medical, golf, spa, notary, floral, and tennis services.
When performing concierge duties, make arrangements and plan guest itineraries.
When performing concierge duties, upsell amenities using interpersonal skills and professional phone etiquette.
Maintain knowledge of property, local, and regional entertainment, dining, shopping, and other activities.