Front Desk Agent

Full House Resorts•Cripple Creek, CO

84d•Onsite

About The Position

The Front Desk Agent is responsible for providing a warm and friendly welcome to guests, ensuring a positive first impression and upholding 4-star customer service standards. This role involves efficiently managing check-in and check-out processes, assisting guests with reservations, and promoting player's club memberships and casino events. The agent will handle guest payments, maintain accurate records, and provide information about hotel services, amenities, and local attractions. Responsibilities also include promptly addressing guest inquiries and issues, answering phone calls, and developing effective working relationships with guests and employees. Maintaining awareness of hotel and casino operations, taking appropriate action based on observations, and complying with gaming regulations are crucial. Regular and reliable attendance, proper uniform maintenance, and adherence to grooming standards are expected. The role may also involve special projects as needed.

Requirements

Demonstrated effective and diplomatic customer service and communication skills.
Demonstrated experience performing within specific deadlines or under pressure.
Demonstrated experience in problem-solving, organizing, and prioritizing work.
Requires Colorado Divison of Gaming License.

Nice To Haves

Recent and related customer service experience, preferably in a hospitality or gaming environment.

Responsibilities

Provide a warm and friendly welcome to guests, creating a positive first impression.
Provide the highest level of overall customer service by enforcing 4-star standards.
Go above and beyond to make every guest feel special.
Efficiently handle the check-in and check-out processes by verifying guest information, assigning rooms, and processing payments.
Encourage guests to participate in player’s club membership and casino events and activities.
Handle guest payments, including cash, credit cards, and other forms of payment.
Maintain accurate and well organized records.
Assist guests with room reservations, modifications, and cancellations, ensuring accuracy and adherence to hotel policies.
Provide information about the hotel's services, amenities, casino offerings, and local attractions.
Respond promptly, pleasantly, and accurately to all customer questions and immediately escalate any issues/concerns from customers to the appropriate person.
Answer phone calls, take messages, and transfer calls to appropriate departments or guests' rooms.
Develop and maintain effective working relationships and good customer service skills with all guests and employees.
Maintain alertness for the performance of all responsibilities, and a general awareness of hotel and casino operation at all times.
Take appropriate action based on observations, as directed or established by casino policy, procedures, or gaming rules and regulations.
Keep the Hotel Manager informed of any concerns.
Ensure regular and reliable attendance and punctuality during scheduled work hours.
Perform duties in compliance with the Colorado Limited Gaming Act, Internal Control Minimum Procedures, internal policies and procedures, and Colorado Limited Gaming Regulations.
Wear and maintain uniforms properly, including nametag and gaming license.
Adhere to department grooming standards.
Perform other duties, including special projects, as needed and directed.