Website 12 Tribes Omak Casino Hotel

Salary Grade: $15.39-$20.81 p/hr. $DOE (NE2)
Reports To: Front Desk Supervisor
FSLA Classification: Non-Exempt
Closing Date: October 3, 2022

Summary: As a Front Desk Agent, you will provide reception services for guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent contributes to the first and lasting impressions of our guests.

 Essential Functions: As a Front Desk Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel. Demonstrate effort to deliver outstanding guest service and contribute to financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

  •  Greet guests and complete the registration process to include, but not limited to:
    • Inputting and retrieving information from the computer
    • Obtain back-up information for guest payment method and input into system;
    • Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).
    • Confirmation of guest information and room rate, selection of rooms, coding electronic keys.
    • Promote marketing, casino programs and events.
    • Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
    • Communicate services and amenities of the hotel to guests.
    • Inform guest of any messages, mail, faxes, etc. received for them.
    • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
    • File registration cards and vouchers in bucket by room number.
    • Handle overbooked or “walked” guests.
    • Accommodate room changes.
  • Assist guests with check-out including, but not limited to:
    • Ensure rooms and services are correctly accounted.
    • Use the point-of-sale system, handle money, process credit and debit cards, accept and record various forms of payment, make change and process gift certificates and cards.
  • Maintain complete knowledge at all times of:
    • All hotel features/services, hours of operation.
    • All room types, numbers, layout, decor, appointments, location, room rates, special packages and promotions
    • Daily house count and expected arrivals/departures.
    • Room availability status for any given day, scheduled daily group activities.
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve and document guest complaints, ensuring guest satisfaction.
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Meet with Supervisor to review daily assignments and priorities.
  • Access all functions of computer system.
  • Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
  • Performs other duties or special projects as assigned.

 Knowledge, Skills, and Abilities (Minimum Qualifications):

  • High school diploma or equivalent.
  • Must be able to speak, read, write and understand the primary language used
  • Must be able to read and write to facilitate the communication process.
  • Requires good communication skills, both verbal and written.
  • Must possess basic computer skills.
  • General knowledge of the area including hotel locations and attractions.
  • Extensive knowledge of the hotel, its services and facilities.
  • One year of customer service experience required; face to face interactions with guests or customers on a daily basis desired.
  • Previous Hotel experience preferred.
  • Previous Front Office or Guest Services experience preferred.
  • Must be able to obtain and maintain a non-gaming permit.

 Physical Demands / Work Environment:

  • Manual finger dexterity as required to perform daily job duties.
  • Must be able to frequently stand and exert well-paced ability for long periods of time.
  • Ability to frequently bend, squat and reach.
  • Ability to be given verbal and written instruction and apply the instruction accurately.
  • Sufficient visual acuity to write, recognize printed materials, computer screen, and notice non-verbal behavior.
  • Speech and hearing ability to project voice to small and large audiences, carry on telephone conversations, hear and grasp verbal communications and equipment prompts.
  • Must be able to lift up to 50 lbs.
  • Frequently exposed to tobacco smoke, fumes or airborne particles.

 

These requirements need to be met to represent knowledge, skill and ability to perform job functions.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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