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Front Desk Agent

1 month ago

Schenectady, New York, United States Rivers Casino Full time
Summary: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet the Landing Hotel and brand high standards of quality.

Job Title: Front Desk Agent

Department: Hotel

Reports To: Supervisor Hotel Operations

FLSA Designation: Non-exempt

License Type: Non-gaming

Pay Range: Start - $23.94 One Year - $26.60

Essential Job Functions:
  • Greet customers immediately with a friendly and sincere welcome
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
  • Promote the Landing Hotel and brand marketing programs
  • Make appropriate selection of rooms based on guest needs
  • Code electronic keys
  • Non-verbally confirm the room number and rate
  • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
  • Verify and imprint credit cards for authorization using electronic acceptance methods
  • Handle cash, make change and balance an assigned house bank
  • Accept and record vouchers, travelers' checks, and other forms of payment
  • Convert foreign currency at current posted rates
  • Post charges to guest rooms and house accounts using the computer
  • Promptly answer the telephone using positive and clear communication
  • Retrieve mail, small packages and facsimiles for customers as requested
  • Close guest accounts at time of check out and ascertain satisfaction
  • In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
  • Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remain calm and alert especially during emergency situations and heavy hotel activity
  • Plan and implement detailed steps by using experienced judgment and discretion
  • Comply with attendance rules and be available to work on a regular basis
  • Perform any other job-related duties as assigned
Qualifications:
  • Must have the ability to communicate in English
  • Must be able to work various shifts, weekends, holidays
  • Must have working knowledge of Microsoft Office/Google Suite products
  • Self-starting personality with an even disposition
  • Always maintain a professional appearance and manner
  • Excellent written and oral communication skills
  • Must be willing to "pitch-in" and help co-workers with their job duties and be a team player
  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
  • Ability to access and accurately input information using a moderately complex computer system
  • Ability to establish and maintain effective working relationships with associates, customers and patrons
Working Conditions:
  • Ability to stand and move throughout front office and continuously perform essential job functions
  • Ability to observe and detect signs of emergency situations