AGENT I - FRONT DESK Location Sacramento, CA : 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. Additional Details: Closing:
The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.