Hard Rock International (USA), Inc.
AGENT I - FRONT DESK
3 days ago
Sacramento
Job Description Overview The Front Desk Attendant 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 guest experience is quick and efficient for all guests and visitors. Responsibilities ESSENTIAL FUNCTIONS: (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position) • 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; and assist in escorting VIPs and return guests to their rooms, as requested., • 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, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts., • Accept reservations, changes, and cancellations in the absence of reservations staff., • 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 bell and door staff 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 Front Office Manager regarding hotel business to keep them informed., • Maintain positive and professional communication with all staff., • 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 employees have the ability to maximize their potential., • Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance., • Work as a team, helping all employees 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., • Take initiative to offer assistance throughout the property., • Operate ethically to protect the Hard Rock brand., • 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., • Coordinate operations with other departments, as needed., • Present a professional image to employees, guests, clients, owners, and investors., • Review and develop guest history records to enhance personalized service for repeat guests., • Maintain confidentiality of guest, employee, and company information. Qualifications EDUCATION AND /OR EXPERIENCE REQUIREMENTS: High School diploma or equivalent required, with a Secondary school degree preferred. Previous work experience in service for at least 2 years is preferred. ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc): • Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations., • Prior experience in the Gaming industry strongly preferred., • Prior experience in Tribal Gaming preferred., • Must be at least twenty-one (21) years of age. ABILITY TO: • 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 (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.)., • Ability to stand in place for the duration of the shift.