Front Desk Agent - Part Time (Swing Shift)

Oaklawn • Hot Springs, AR

30d • 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 role involves enthusiastically supporting and promoting superior customer service, maintaining strict confidentiality, and actively supporting the company culture of creating a fun and entertaining experience. The agent will maintain a working knowledge of the property and special events, provide information on hotel policies, services, and amenities, and respond to guest requests for assistance and information about the local area. They will also be responsible for selling rooms, creating and managing reservations, posting charges, processing payments, making corrections to guest accounts, informing housekeeping of room status, cleaning the front desk area, maintaining public areas, responding to guest complaints, maintaining daily logs, balancing shift work and cash drawers, problem-solving, recognizing and creating guest profiles, assisting team members, cooperating and communicating with colleagues, and staying informed of company communications.

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.
• All applicants must complete a pre-employment drug screen and background check.

Nice To Haves

• Guest service experience preferred.
• Front desk experience preferred.

Responsibilities

• Providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout.
• Maximizing room revenue and occupancy.
• Delivering articulate service at the highest level possible.
• Presenting a friendly and professional image at the Hotel/Casino.
• Enthusiastically supporting, actively promoting, and demonstrating superior customer service.
• Maintaining strict confidentiality in all departmental and company matters.
• Providing impeccable guest service to all guests.
• Actively supporting the company culture of creating a fun and entertaining experience for internal and external guests.
• Maintaining 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.
• Providing information to guests about hotel policies, services and amenities.
• Responding to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.).
• Ensuring a maximum level of service and satisfaction is achieved and maintained.
• Selling rooms to “walk-in” customers.
• Creating 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.
• Entering/changing reservation information on the computer system.
• Posting charges to guest accounts, processing payments from guests.
• Making necessary corrections to guest accounts.
• Informing housekeeping department about room status/availability.
• Cleaning the front desk area and maintaining public areas and lobbies.
• Listening for and responding to guest complaints.
• Maintaining daily logs.
• Balancing shift work and cash drawers.
• Reasoning what a potential guest is looking for in room accommodations and participating in problem-solving situations while keeping the Front Desk Manager well informed.
• Recognizing and creating guest profiles to help maximize accuracy and guest recognition.
• Assisting other team members and departments to contribute to the best overall performance of the department and hotel.
• Cooperating and communicating with all fellow team members, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Making 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.
• Following established procedures and policies of the Oaklawn Racing Casino Resort.

Benefits

• Drug-free, healthy, safe and secure environment for Team Members.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED