FRONT OFFICE AGENT

Job Description

Job Description

Job Summary :

Provides a high level of focus on guest satisfaction through building guest relations and being attentive to guest needs.

Responsible for greeting and welcoming all guests in a sincere, professional, and friendly manner. Accurately processing of all hotel reservations, assignments of rooms in according to established standards.

Consistently provides exceptional check-in and check-out guest experience.

Job Description

Expectations of Leadership :

• Actively support, demonstrate, and promote the company’s core values.
• Be approachable and engaging with fellow team members.
• Always treat individuals with dignity and respect regardless of job position.
• Demonstrate maturity through exhibiting excellent listening skills.
• Make educating, inspiring, and motivating your team central to your mission.

Major Responsibilities / Activities :

• Accurately and efficiently processes hotel reservations, registrations, and settlements.
• Registers guests, handles room changes, reviews balances, collects payment, and settles guest folios, checks guests out, and provides assistance and direction.
• Creates and exemplifies a fun and exciting environment where the service delivery is accurate and flawless.
• Ensures every guest interaction is courteous and informative without any exception.
• Remains exceptionally calm and focused to guest needs including being under high stress interactions.
• Tactfully finds out the habits and preferences of repeat guests and VIPs, records the information and acts accordingly to ensure guest experience is enhanced.
• Follows the established policy and procedures in regards to review of balances and credits and adjusts and settles guest accounts.
• Responsible for posting charges, settling folios resolving due-outs, and completing express check outs.
• Receives checks, debit, and credit cards in payment, and obtains proper approval and authorization.
• Maintains knowledge of the property, community, to and from directions, and special events.
• Keeps all guest and non-published department information confidential.
• Takes personal responsibility for delivering excellent guest experience.
• Welcomes corrective and / or constructive feedback.
• Perform other duties as assigned.

Minimum Requirements :

• Preference is given to qualified Santa Ana Tribal Members.
• High School Diploma or GED required.
• Must be 21 years or older.
• Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
• Strong interpersonal, motivational, and leadership qualities.
• A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
• All employees are required to proficiently use a smartphone for company applications, email, and text.
• Work schedule flexibility consistent with needs of the business.
• Must be able to attend all required staff meetings and training sessions.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions :

• Maintain a strict level of confidentiality regarding company information.
• Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
• Must be a detail oriented, organized individual with the ability to multi-task.
• Proven ability to provide outstanding guest service.
• Proven ability to handle conflict situations.
• Must have excellent problem-solving abilities.
• Must have strong analytical skills.
• Must be able to work in a fast-paced environment.
• Must be able to deal with stressful situations in a professional manner.
• Must be a Team Player.

Essential Physical Functions :

• While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
• Must be able to lift to 25lbs.
• Must be able to work at a fast pace and in stressful situations.
• Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
• Must be able to walk and stand for long periods of time.

Equipment Used

Smartphones, computers, laptop computers, and other traditional office equipment as required.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee’s duties are performed indoors in a climate controlled non-smoking environment.