Front Desk Agent

The Front Desk Agent is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk and arrival experience is quick and efficient for all guests and visitors.,

• Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
• Select and block rooms for arriving guests; pre-register individuals or groups, as required.
• Ensure all guest information is accurate and maintained in an organized manner.
• Utilize the property management system to run daily reports and block any special requests.
• Check guests out of the property in accordance with procedures.
• Make change and post charges/make adjustments to guest accounts.
• Accept reservations, changes, and cancellations in the absence of reservations team.
• Promote room upgrades (upsell) and monitor and control product to meet goals.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Assist individuals and groups with check-in, checkout, and room changes.
• Work closely with the Valet Bell Services team to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Work with the Hotel Operations Manager regarding hotel business to keep them informed.
• Maintain positive and professional communication with all team members.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all team members have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, team members, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all team members to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Present a professional image to team members, guests, clients, owners, and investors.
• Maintain confidentiality of guest, employee, and company information.
• Operate ethically to protect the Hard Rock brand.
• Other duties as assigned.
  
  High School Diploma or equivalent is required, along with 6 months of Front Desk/Hotel Operations experience in a similar hotel environment required or an equivalent combination of education and experience preferred., Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be able to work nights, overnights, weekends, and holidays.
• Ability to deliver a service level which creates an atmosphere that makes our guest want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Must possess strong communication and listening skills.
• Must have a friendly and outgoing personality.
• Ability to be punctual and meet deadlines.
• Must possess excellent organizational and multi-tasking skills.
• Must possess excellent time management skills.
• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (LMS, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external guests and team members, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred., Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, secondhand smoke, and loud/noisy environment.