Front Desk Lead

SUMMARY

The Front Desk Agent is responsible for handling all front-line duties while receiving incoming guests and provide guest services. They shall respond to telephone inquiries, Greetings, and incoming reservations while they promote the hotel services and ensuring maximum room revenues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• The Front Desk Agent is fully responsible to provide Adequate Customer Service.

• The Agent will abide by the tasks listed in the Daily Check List outlined with instruction and training for each shift.

• Will assist in administrative duties as they relate to booking, tracking, charging, handling, and entering room reservations.

• The Agent will be responsible for entering appropriate data into the PMS and use all significant market segments

• Front Desk Lead will ensure all guest room rates and revenues are administered correctly.

• Will have various responsibilities including accurate completion of all the tasks listed on the Daily Check List outlined with instruction and training for each shift.

• Will assist in administrative duties such as maintaining incoming emails and tracking hotel leads, guest inquiries, casino promotions and various data-based tasks.

• Maintain Confidentiality of propriety and guest information; protect company assets and guest privacy.

• Must possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.

• Speak with others using clear and professional language; answer telephones using appropriate etiquette.

• Be thoroughly familiar with hotel amenities, room rate promotions, restaurants, surrounding venues, and hotel policy to assist guests with requests for information.

• Be responsible for their assigned safety deposit box. Including Daily Cash Deposits and log.

• Be responsible for the Daily Check List with accountability.

• Be able to practice adequate communication with transactions.

• Accurate Cash Counting and compliance with Variance Policy.

• Be responsible for all shift reports at shift end and provide accurate pass on.

• Perform other reasonable job duties as requested by supervisors.

• Must maintain and follow all key handling policies and procedures.

• Self-starter completes tasks in a timely manner and must possess ability to work independently with little or no supervision.

• Employment history must prove creditability and dependability.

• Employee must be self-motivated with the ability to work independently and in a team environment.

• Must never have been convicted of a felony. Must have no arrests or misdemeanor convictions within the past two years. A criminal background check will be completed, and permanent employment status will be contingent upon the results of a Criminal Background check.

• Gaming/Hotel employees are responsible for modeling high standards of honesty and integrity in all matters relating to employment with the Shoshone-Bannock Gaming/Hotel; and, are required as a condition of employment to conduct themselves both on and off the job in a manner that brings credit to the Gaming/Hotel Industry.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CERTIFICATES, LICENSE, AND REGISTRATIONS

• Must be able to submit supporting documents of education and training (High School Diploma, GED, Degree and Certificates).

• Must be able to obtain and maintain in good standing a Driver’s License and qualify for Fleet Management coverage on company vehicles.

EDUCATION AND/OR EXPERIENCE

High School Diploma/GED Required, with one (1) to two (2) years’ experience is preferred. Customer Service Certification, Excellent Phone Etiquette, Emergency First Aid Training, Online Travel Agent experience, Hotel Supervisor Essentials, Bi- Lingual Shoshone Bannock/ Spanish; all preferred but not required (G4)

Two Year College certificate – Business Administration/Management. Two (2) to three (3) years supervisory experience preferred. Customer Service Certification, Excellent Phone Etiquette, Emergency First Aid Training, Online Travel Agent experience, Hotel Supervisor Essentials, Bi- Lingual Shoshone Bannock/ Spanish; all preferred but not required (G5)

AA Hospitality with three (3) years’ supervisory experience required. Customer Service Certification, Excellent Phone Etiquette, Emergency First Aid Training, Online Travel Agent experience, Hotel Supervisor Essentials, Bi- Lingual Shoshone Bannock/ Spanish; all preferred but not required (G5/S1-3)

SUPERVISORY RESPONSIBLITIES

Has no supervisory responsibilities but may assist the Supervisor on an “as needed” basis.

SPECIAL QUALIFICATIONS:

Strong organizational skills required

SAFETY REQUIREMENTS:

Safety is a core value at Shoshone-Bannock Gaming/Hotel. The ability to work safely and prevent personal injury is a key job requirement of every position. Each employee is also expected to be committed to the safety of fellow employees and our customers and demonstrate that commitment through daily actions.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply commonsense, understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables. Must be able to communicate effectively in person, while on the phone, while using intercom/microphone, and in writing.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the position, the employee is regularly required to talk and hear. The employee is also regularly required to stand on a hard surface for long periods of time (minimum 6-10 hours), walk, sit, and use hands and fingers, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb, or balance and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a public work environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of the position, the employee is frequently exposed to moving mechanical parts and fumes, tobacco smoke, or airborne particles. The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud.