H6260 FRONT DESK AGENT

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

About The Position

Assists in the Checking-in and out of the Hotel guest, taking reservations for the hotel, assisting the guest with any needs that they might have3 while staying at the resort

Requirements

Can explain and demonstrate Hospitality Behaviors and Performance Standards.
Understands where to get the information needed to complete tasks to standard.
Can explain and demonstrate technical skills used to complete tasks to standard.
Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
Understands how to take ownership of problems and solve them when solutions may not be available.
Can explain how to request help from others when needed to complete task or goal.
Has complete knowledge and can tell others of IMGR&C products and services.
Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
Responds to obstacles; finds new ways to reach desired end results.
In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
Responds to change by quickly applying talent and skills in a positive way to succeed.
Supports achievement of Quality Goal; “Do it right the first time.”
Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
Makes suggestions to improve performance.
Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
Approaches all activities with enthusiasm and encourages enthusiasm from others.
Chooses a positive approach in all situations.
Respects individuality of others; continues to communicate in order to work together.
Speaks positively about guests, other team members and our business in all situations on and off property.
Treats other with respect in all situations.
Serves others.
Identifies and can communicate needs of guests and others.
Takes quick action to serve others in a way that meets/exceeds their needs.
Identifies ways to improve individual or team’s service to others.
Provides service outside job responsibilities if needed to help resort succeed.
Takes ownership of guest problem(s) until it is solved.
Meets IMGR&C Appearance standards.
Professionally supports IMGR&C reputation and image in all situations, on and off property.
Meets IMG&C policy for attendance.
Informs supervisor of future absence as far in advance as possible.
Provides information others need to succeed, in time for them to use it.
Shares with next shift the information needed for them to succeed.
Listens to others without interruption; acts on their feedback when possible.
Asks questions to better understand expectations of others.
Reports all guest complaints and compliments to Supervisor or Manager.
Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
Puts Success of team ahead of personal success.
Helps other team members succeed without being asked.
Takes action to resolve conflict between individuals.
Helps other departments achieve success.
Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
Does whatever is necessary to help department and resort success.
Contributes ideas that support progress and success at shift, team and departmental meetings.
Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
High School Diploma or GED; at least one year experience in a customer service environment, excellent communication and computer skills. Individual must have a healthy and friendly attitude towards co-workers and guest.

Responsibilities

Checking all guest in the
Making Key cards for the hotel guest
Knowledge of the Hotel and the surrounding area
Taking reservations for future Hotel guest
A working knowledge of all packages that are be offered at the hotel
A working knowledge of basic computer systems
Responsible for a money bank and deposit of monies taken in at the hotel
Keep a clean work station at all times
Performs duties at maximum speed and efficiency when needed
Checks out the hotel guest
Adheres to all regulatory, departmental, and casino Policies and Procedures and to the Casino Internal Control Structure
Performs other duties as assigned