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Front Desk Agent

2 months ago

Miami, United States Miccosukee Resort & Gaming Full time
Job DescriptionJob Description*** HOTEL & CUSTOMER SERVICE EXPERIENCE A MUST ***

Job Summary:

We are looking for an experienced Front Desk Agent to join our team at Miccosukee Casino & Resort. As a valued team member, we are committed to delivering a memorable, impressive, caring, committed and original experience for our guests, our team members, and community. We uphold this commitment by providing a safe and enjoyable workplace where YOU are our number one priority. It is the MICCO way.

Miccosukee Casino and Resort is in growth mode with several new and exciting projects in both the short and long term – starting with a new Poker Room. These projects will enhance the total customer offering and experience, integrate technology with service for a superior delivery, and most importantly, create unique and aspirational opportunities for our guests and our team members. Our ambitious growth plans, however, can only be realized by aligning talented people with the same passion for service, and the same commitment to delivering a truly memorable experience as all of our current team members. If this sounds like you, and you also enjoy equitable compensation, terrific benefits, growth opportunities within the organization, and a whole lot of FUN at work, then we look forward to meeting you.

Qualifications

  • High School Diploma or GED/equivalent required,
  • Ability to obtain and maintain a Tribal Gaming License
  • Hotel/Front Desk experience required
  • One-year computer, cash handling, and guest service experience.
  • OPERA system experience highly preferred.
  • Excellent communication Skills and friendly, outgoing personality required
  • Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively communicate and present information in both one on one and group settings to guests, staff, and other employees of the resort.
  • English required, bilingual preferred. Must be able to communicate effectively with guests, team members and management in English
  • Ability to calculate figures and amounts such as discount, commissions, and percentages.
  • Ability to make decisions and apply commonsense understanding to give and carry out instructions in written, oral, or diagram form. Ability to deal with problems involving concrete variables in standardized situations and in stressful conditions.
  • Be able to work indoors and be exposed to various environmental contaminants including smoke
  • Ability to lift or carry a minimum of 20 pounds unassisted in the performance of specific tasks assigned
  • Must be able to work with others, communicate well, receive direction, and provide feedback when needed to achieve department goals and objectives
  • Must maintain a positive attitude toward work and interface with guests in a congenial and polite manner
  • Must be able to address stressful situations with clients with dignity and the utmost tact and politeness
  • Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.
  • Members are expected to conduct and carry themselves in a professional manner at all times and to observe the Company’s standards, work requirements and rules of conduct.

Responsibilities

The Front Desk Agent is responsible for the professional, efficient operation of the reception desk. The primary objective is providing overall care, hospitality, and outstanding guest service resulting in consistent guest satisfaction.

  • Adhere to the Miccosukee Service Expectations and ensure team compliance
  • Maintain a professional appearance and always be punctual, courteous, friendly, and helpful and articulate to our internal and external guest.
  • Must have complete knowledge of guest room inventory and all hotel facilities.
  • Ability to perform fast, efficient, friendly check ins and outs, including handling and maintaining a cash bank, posting charges and auditing day’s work.
  • Adhere to all company credit policies to ensure all revenue expected will be received.
  • Full understanding of credit systems to ensure correct handling of credit card and check transactions.
  • Ensure a sales attitude is adopted at all times, providing a maximization of rooms sales and revenue for the hotel.
  • Thorough knowledge of hotel rates including wholesalers and packages. Up to date knowledge on all promotions and guest programs.
  • Adhere to preset availability and rate controls. Complete understanding of market and segment mix.
  • Good communication skills are mandatory in order to handle guest inquires and complaints as well as maintaining a high level of understanding between other hotel departments.
  • Excellent telephone skills with the ability to promote and inform guests of hotel services as well as answer questions or handle complaints.
  • Have full knowledge of Front Desk reports necessary to plan the day.
  • Ensure packages and messages are delivered in a timely manner.
  • Familiarity with Guest and department emergency procedures.
  • Ensure the highest possible level of guest service is maintained.
  • Complete understanding of details involved for White, Black, and Red card members.
  • Responsible for accurate work; modifying guest information, confirmation of rate and departure dates and number of guests to eliminate errors and rebates.
  • Full understanding of guest and house bank safe deposit procedure.
  • Ensure supervisor and Front Office Manager is kept informed of all developments within the department by proper use of department log books and monthly/daily communication meetings. Must be flexible to work varying shifts.
  • Consistent and regular attendance is an essential function of this job
  • Performs other related duties as assigned

The Casino & Resort will function seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill these demands

While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision.

While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. This is a smoking environment.

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