Front Desk Agent

1 week ago

Hot Springs National Park, United States Oaklawn Racing Casino Resort Full time
Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice.

The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, maximizing room revenue and occupancy while delivering articulate service at the highest level possible. Always presents a friendly and professional image at the Hotel/Casino.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
  • Maintains strict confidentiality in all departmental and company matters.
  • Provides impeccable guest service to all guests
  • Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
  • Maintains a working knowledge of the Company's property, as well as special events on and near property, in order to advise guests of same, whenever possible.
  • Provides information to guests about hotel policies, services and amenities.
  • Responds to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.).
  • Ensures a maximum level of service and satisfaction is achieved and maintained.
  • Sells rooms to "walk-in" customers.
  • Creates reservations using the system both individual and group related providing informational feedback regarding confirmation of reservation, arrival, departure, check-in, check-out, cancellation policy, credit card & payment requirements.
  • Enters/changes reservation information on the computer system. Posts charges to guest accounts, processes payments from guests. Makes necessary corrections to guest accounts.
  • Informs housekeeping department about room status/availability. Cleans the front desk area and maintains public areas and lobbies.
  • Listens for and responds to guest complaints.
  • Maintains daily logs. Balances shift work and cash drawers.
  • Ensures a maximum level of service and satisfaction is achieved and maintained.
  • Reasons what a potential guest is looking for in room accommodations and participates in problem solving situations while keeping the Front Desk Manager well informed.
  • Recognizes and creates guest profiles to help maximize accuracy and guest recognition.
  • Assists other team members and departments to contribute to the best overall performance of the department and hotel.
  • Cooperates and communicates with all fellow team members, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
  • Makes efforts to keep informed of company information and communications by participating in department meetings, huddles and reviewing property bulletin boards, digital signage, and company newsletter.
  • Follows established procedures and policies of the Oaklawn Racing Casino Resort.
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. Must be at least 18 years of age.
  • High School Diploma or GED required.
  • Guest service experience preferred.
  • Front desk experience preferred.
  • Must be able to handle several projects and tasks at the same time.
  • Must be able to perform the physical job duties of all Front Desk team members.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.


CERTIFICATES, LICENSES, REGISTRATIONS

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

OAKLAWN IS AN EQUAL OPPORTUNITY EMPLOYER.

It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.

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