Front Desk Agent

Jamul Casino

1d•Onsite

About The Position

The Front Desk Agent is responsible for greeting and welcoming guests, managing the full guest registration process, and ensuring a warm and professional first impression that aligns with the Jamul Casino Resort’s hospitality standards. This role involves seamless execution of check-in and check-out procedures, assisting guests with creating a memorable stay by providing detailed information, and verifying payment methods. The agent will address guest inquiries and complaints promptly, collaborate with other departments to ensure room readiness, and coordinate group reservations and VIP services. Additionally, the role includes upselling hotel amenities, maintaining accurate records, and approaching problem-solving proactively. The Front Desk Agent must be readily available, approachable, and communicate effectively with guests and team members, adhering to AAA standards and going above and beyond to wow guests with thoughtful gestures. Adherence to grooming standards and participation in training are also required.

Requirements

1+ years’ experience as a Hotel Front Desk Agent
1+ years’ experience in guest service
Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred
Must have excellent verbal and written communication skills.
Proficient in handling cash, credit card transactions, and maintaining accurate financial records.
Strong organizational skills with attention to detail in managing guest information, reservations, and payments.
Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel)
Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
High school diploma or equivalent
Must be able to acquire and maintain an appropriate gaming license.

Nice To Haves

Experience with Property Management Systems (PMS) such as Infor HMS, SRH

Responsibilities

Greet and welcome guests, ensuring a warm and professional first impression that aligns with the Jamul Casino Resort’s hospitality standards
Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay.
Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the guest experience.
Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions.
Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records.
Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction.
Collaborate with housekeeping and other departments to ensure all rooms are clean, well-maintained, and ready to meet the needs of each guest.
Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests.
Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience.
Maintain accurate records of bookings, reservations, and payments using the property’s management systems.
Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues before they affect the guest experience.
Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay.
Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence.
Adhere to our AAA standards and follow them during each interaction consistently.
Think outside the box to wow our guests with thoughtful and anticipatory gestures.
Adheres to all grooming standards as outlined by leadership
Participate in trainings to develop self