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Front Desk Agent

Company: Winstar World Casino & Resort
Location: Thackerville
Posted on: May 16, 2022

Job Description:

Job DescriptionFUNCTION:Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, fax and ensuring complete guest satisfaction.RESPONSIBILITIES:

  • Ensures complete guest satisfaction.
  • Check-in and check-out of the guest.
  • Complete guest registration process.
  • Must be familiar with computer systems for guest reservation information.
  • Must verify and imprint guest credit cards for authorization.
  • Must be well versed in cash handling and accurately balance house bank.
  • Assigns guests rooms based on preferences and availability.
  • Drives the Revenue Management process.
  • Handling guest concerns in a tactful manner and achieving resolution.
  • Answers questions in regards to the hotels facilities and services.
  • Answering telephones and booking reservations.
  • Answering Guest inquiries i.e. directions.
  • Recommending local area restaurants, points of interest, or needs for transportation.
  • Handling guest needs.
  • Maintaining cleanliness of front desk, lobby and back office.
  • Following up with Guest check-ins, complaints, and other requests.
  • Interacting with other departments and employees to ensure a good working relationship or for guest needs.
  • Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.
  • Participates on the hotel Safety Committee.
  • Ensures that Quality Standards and Service are maintained for Property, Product, and People.
  • Must be able to work all shifts or varying schedules to support business needs.
  • Ensures Security for the hotel's customers, employees, and property assets.
  • Supports established policies and procedures for WinStar World Hotel and the hotel's brand.
  • Responsible for performing "other duties" as assigned by management.REQUIREMENTS:
    • Hospitality Experience preferred.
    • Excellent written & verbal communication.
    • Must speak, read and write English.
    • Must understand and maintain confidentiality in all circumstances.
    • Strong analytical, problem solving & organizational skills.
    • Ability to multitask in fast paced demanding environment.
    • Computer skills required.GROOMING/UNIFORMS: All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.LICENSES OR CERTIFICATES Ability to obtain any certifications, licenses or permits that may be required by law or company Regulations.

      • Must be able to understand all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited service hotel operations.
      • Must have considerable knowledge of computer systems for guest registration, reservations, reporting and etc.
      • Must have above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.
      • Must have the ability to effectively deal with internal and external customers, some whom will require high levels of patience, tact and diplomacy to defuse anger, and resolve conflicts.
      • Must be well groomed in uniform or business attire.
      • Must be trained in CPR Certification and/or First Aid Training preferred.PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
        • Physically mobile with reasonable accommodations.
        • Must be able to lift and carry upwards to 25 pounds.
        • Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
        • Manual dexterity and coordination to operate office equipment, including 10 key adding machines, personal computers, fax machines, and photo copiers.
        • Read, write, speak, and understand English.
        • Operate in mentally and physically stressful situations.
        • Respond to visual and aural cues
        • Work in cold & hot temperatures
        • Possibly be exposed to second hand smokeSAFETY REQUIREMENTS Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.NOTICE: Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

          Job Description Acknowledgment


Keywords: Winstar World Casino & Resort, Denton , Front Desk Agent, Sales , Thackerville, Texas

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