Front Office Operations Associate

3 weeks ago

Reno, Nevada, United States Reno Full time

Job Summary:

We are seeking a highly skilled Front Office Operations Associate to join our team at Eldorado. As a key member of our front office team, you will be responsible for assisting guests with all aspects of hotel billing, billing requests, and general information. You will also be responsible for answering front desk incoming, administrative calls, and guest lines.

Essential Duties and Responsibilities:

  • Run referral/denial reports, leave messages at appropriate rooms
  • Distribute a list of rooms with outstanding balances to the Manager on Duty (MOD)
  • Answer incoming calls within three rings and perform callbacks
  • Responsible for Non-Zero reports
  • Apply guest charges or comps to reservations and follow up with hosts to ensure guest services
  • Responsible for mail and fax distribution to the department
  • Responsible for the completion of all applicable credit card authorizations
  • Adhere to Payment Card Industry Data Security Standards (PCI Compliance)
  • Handle all billing disputes for the guest, businesses, account tracking, posting credit cards and credit card refunds
  • Work with sales and group sales to ensure all billing inquiries are handled
  • Act as a role model to other team members and always present oneself as a credit to THE ROW and encourage others to do the same
  • Exemplify our core values, family-style service, our mission, and vision
  • Exemplify our DEI (diversity, equity, inclusion) culture
  • Perform other job-related duties as assigned

Knowledge, Skills, and Abilities:

  • Excellent communication skills with the ability to read, write, and communicate verbally in English
  • Ability to perform above-average mathematical skills; type 35 wpm; PC skills, including Word and Excel
  • Ability to understand and comply with all company and departmental rules, regulations, policies, and procedures
  • Ability to establish and maintain effective working relationships with staff and guests
  • High School diploma or equivalent

Physical Demands and Work Environment:

  • Work is performed in an office environment
  • Work may be performed in areas that may be unusually hot, cold, noisy, smoky, dimly lit, or brightly illuminated
  • Contact with staff and guests is necessary
  • Position requires Team Member to enter and exit from the Team Member entrance, which entails 4 flights of stairs (40 steps)
  • Ability to move freely and easily
  • Requires constant sitting and standing
  • Communication via use of telephone
  • Frequent use of office equipment, such as computer, fax, calculator, and multi-line phone system
  • Reaching up to 24 inches
  • Ability to distinguish letters, numbers, and symbols
  • Hand/eye coordination and normal vision range with absence of color blindness

Guest Service (Internal/External) Standards: Employee is required to meet and deliver our core values, service standards, and family-style service.

Performance Requirements: Must have the ability to provide internal/external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above-average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility, which may include days off, nights, weekends, holidays, and overtime as needed.

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