Front Desk Agent


The Front Desk Agent is responsible for welcoming, registering and checking guests in and out of the hotel. Provides AAA Four Diamond service to guests during their stay and serves as a liaison between hotel guests and the company. Practices established AAA Four Diamond service standards when handling all guest opportunities and inquiries. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions

  • Be responsible for practicing, supporting, and promoting Thunder Valley Casino Resort s Winning Attitude company-wide culture and demonstrating AAA Four Diamond service standards at all times.
  • Participate in daily pre-shift meetings outlining activities and expectations to ensure AAA Four Diamond standards achieved and maintained.
  • Welcome all guests upon arrival.
  • Perform all check-in functions according to hotel policies and procedures, including, but not limited to, early check-ins, late check-ins and walk-in while ensuring proper payment.
  • Perform all check-out functions according to hotel policies and procedures, including, but not limited to, accepting payment by check, charge, cash and direct bill payments.
  • Perform night audit functions, including, but not limited to, posting room and tax information and compiling hotel statistical reports.
  • Accept, sort, and distribute all messages, small packages, and mail for guests.
  • Respond to all guest inquiries in accordance with established company policy, procedures and AAA Four Diamond standards.
  • Answer telephone requests quickly, courteously, and in a professional manner.
  • Maintain knowledge of property activities.
  • Interact with guests, Team Members and Management in a courteous and professional manner.
  • Foster a success-oriented, accountable environment within the company.
  • When performing concierge duties, assist guests with dining reservations, event reservations, babysitting, transportation, airline, medical, golf, spa, notary, floral and tennis information.
  • When performing concierge duties, make arrangements and plan itineraries for guests.
  • When performing concierge duties, upsell amenities by using interpersonal and professional phone etiquette skills.
  • Must be familiar and maintain knowledge of property, local and regional entertainment, dining, shopping, and other activities.

Minimum Qualifications

  • High school diploma or equivalent education preferred.
  • One (1) year of Front Desk experience in a AAA Four Diamond rated property is preferred.
  • Three (3) years of customer service experience preferred.
  • Must have previous experience working with business equipment such as office computers, copiers, fax machines, and calculators.
  • Must have professional phone etiquette skills.
  • Must have the ability to apply patience, understanding, and resourcefulness to meet a variety of guest requests.
  • Must be able to communicate effectively with guests, Team Members and Management in both written and verbal form.
  • Must be able to speak clearly and persuasively in positive or negative situations.

If you feel that this position is a great match for your interests and skills, click the button to apply. Thank you again for considering joining the Thunder Valley Casino Resort team!

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