Front Office Agent

Trump Ruffin Payroll, LLC•Las Vegas, NV

18h

About The Position

The Front Office Agent ensures a seamless guest experience during arrival, departure, and throughout the stay, and acquaints each guest with the room and its features. The role handles guest registration and room assignments, prepares electronic keys and welcome materials, supports accurate guest billing, and assists with checkout payments. It also responds to guest questions and requests, manages communications and deliveries, and works to resolve complaints. The agent is expected to remain calm and exercise judgment during emergencies and periods of heavy resort activity.

Requirements

High school graduate or equivalent required.
Must be at least 21 years of age.
Must be able to work varied shifts, including weekends and holidays.

Nice To Haves

Four-year college degree preferred.
One to two years of prior guest service experience preferred.
Prior hospitality experience preferred.
Ability to speak multiple languages is desirable.

Responsibilities

Complete VIP registration by entering and retrieving information in the computer system, confirming guest and room-rate information, selecting rooms based on guest needs, coding electronic keys, and discreetly confirming the room number and rate.
Explain the location of the room and arrange for an associate to escort the guest; provide a welcome packet with keys and other items.
Work with the Leader to ensure rooms, services, and complimentary resort services are correctly accounted for on guest statements.
Assist guests with checkout payments and charges; accept and record vouchers, credit, travelers’ checks, and other payment forms; convert foreign currency at posted rates.
Greet guests warmly, listen to requests, respond appropriately, and provide accurate information about outlet hours, VIP programs, events, and other matters.
Receive guest requests and forward them to appropriate associates for decisions and action.
Establish food safety and sanitation standards in compliance with federal and state regulations.
Promptly answer telephone and web inquiries, enter messages into the computer, and inform associates of special guest needs.
Retrieve messages and communicate their contents to guests; retrieve mail, packages, facsimiles, and other requested items.
Handle guest complaints by researching issues, developing effective solutions, negotiating results, and assisting with problems such as price conflicts or inadequate heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy resort activity, and plan and implement detailed steps using experienced judgment and discretion.