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Lead Front Desk Agent

2 months ago

Fife, United States Emerald Queen Hotels & Casinos Full time
Description

The Lead Front Desk Agent provides an exceptional customer service experience to guests visiting the casino’s hotel properties.

This position starts at $21.40/hr and increases to $22.51/hr at successful completion of our 90-day orientation period. All full-time positions include excellent 100% employer-paid Medical, Dental and Vision benefits.

The Lead Front Desk Agent is pivotal in delivering exceptional guest experiences, serving both as a mentor and a key problem-solver. This role involves providing comprehensive training and support to the front desk team, offering strategic recommendations on staffing, scheduling, and evaluations to the leadership team. Responsibilities include assisting guests with reservations and addressing inquiries with a friendly, solution-oriented approach. The Lead Front Desk Agent will balance credit card reports, post and verify charges, and manage gift shop purchases. Additionally, they will handle group reservations by creating master accounts, process comps for hotel rooms, and maintain accurate gift shop inventory. Building relationships with potential players’ club members and assisting them through the membership process is also essential. The Lead Front Desk Agent collaborates with housekeeping to ensure the fitness center and pool area are well-maintained and upholds a high level of confidentiality while addressing any escalated concerns with professionalism. This role provides numerous opportunities to positively impact guest experiences every day.

MINIMUM REQUIREMENTS:

High School Diploma or GED equivalent is required. Two years of hotel industry experience required. One year cash handling experience preferred. Casino experience preferred. Additional education or related experience may substitute for the minimum requirements of the position.

KNOWLEDGE, SKILLS and ABILITIES:

Communication skills Customer service Casino & department policies MS Office/applicable software General hotel and hospitality practices Casino amenities/promotions/events Internal controls Organizational skills Tribal/State compact regulations Problem solving Operate in an ethical manner Identify/Collect/Organize information Reservation Software

PHYSICAL REQUIREMENTS:

Sitting/standing for up to 10 hours per day Office/hotel environment Walking Reaching/bending Hand eye coordination Use of eyesight Finger dexterity Concentrating in loud/busy situations Lifting items up to 40 lbs. Subject to a smoke-filled environment

Additional Requirements:

Must be able to work all scheduled shifts to include day, swing, graveyard and holidays

Must be able to pass a pre-employment illegal drug screen and obtain a Class IIIB license as required by the Puyallup Tribal Gaming Regulatory Office and the Washington State Gaming Commission. The Emerald Queen is an Equal Opportunity Employer. Indian Preference in hiring shall apply according to the policies adopted by Puyallup Tribe’s Emerald Queen Casino.

Source: Hospitality Online