Front Desk Agent

Front Desk Agent Position

It is the primary responsibility of the Front Desk Agent to provide an unsurpassed level of guest service while displaying an upbeat and positive demeanor. Register guests, settle guest accounts, answer phones, and attend to guest inquiries. All duties are to be performed in accordance with departmental and Downtown Grand policies, procedures, and practices.

Position Responsibilities/Duties:

1. Display an engaging personality that attracts guests with an always present smile, clear voice, and willingness to initiate conversation without prompting.
2. Provide a warm and sincere greeting and farewell while recognizing guests appropriately and by name whenever available.
3. Provide information about and encourage Downtown Grand Player Club sign ups.
4. Interact and communicate with hotel guests and exemplify the best possible service in a courteous and hospitable manner, having knowledge of the hotel, hotel staff and services including hours of operation, and guestrooms including location, views, amenities, knowledge of the surrounding area.
5. Take ownership of situations or tasks by fully understanding the issue, asking for help when needed, communicating progress, and delivering results effectively and efficiently.
6. Register and settle guest accounts efficiently while adhering to all service standards.
7. Complete required paperwork and task lists for various front desk transactions and input information into all computer systems accurately.
8. Process all cash transactions by accepting money or credit card and apply correctly following all policies and procedures.
9. Resolve customer concerns and issues to ensure guest satisfaction while operating within established guidelines.
10. Keeps management informed of the activities and status of the operation with emphasis on uncommon or possible issues.
11. Other duties as assigned.

Minimum Requirements:

• High School Diploma or equivalent.
• One (1) year previous front desk experience preferred.
• One (1) year guest service experience with ability to provide courteous friendly and efficient service to all guests.
• Must possess excellent communication skills with the ability to communicate both orally and written with all levels of individuals.
• Must be able to get along well with co-workers and work well as a team.
• Must adhere to image guidelines.
• Previous experience at a large resort.
• Must be able to comprehend all information and documentation.
• Must be able to obtain a Nevada Gaming License.
• Work varied shifts, including weekends and holidays.

Physical Demands and Work Environment:

• Prolonged periods of standing.
• Must be able to lift up to 50 pounds at times.
• Ability to work in an environment that is subject to varying levels of noise, crowds, and smoke.
• Follow all safety procedures as established by the company.
• Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
• Ability to effectively and efficiently move around work area.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act. Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodations with the employer.