Front Desk Agent

About the Role

The Front Desk Agent (primary position) oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy is called upon to fill the position of the Front Desk Shift Manager (secondary position). The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Greet, register, and assign rooms to guests of hotel. 2. Compute bills, collect payments, and make change for guests. 3. Issue room keys and escort instructions to bell person. 4. Verify customers' credit, and establish how the customer will pay for the accommodation. 5. Review accounts and charges with guests during the check out process. 6. Keep records of room availability and guests' accounts, manually or using computers. 7. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. 8. Contact housekeeping or maintenance staff when guests report problems. 9. Perform simple bookkeeping activities, such as balancing cash accounts. 10. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers. 11. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc. 12. Date-stamp, sort, and rack incoming mail and messages. 13. Deposit guests' valuables in hotel safes or safe-deposit boxes. 14. Record guest comments or complaints, referring customers to managers as necessary. 15. Transmit and receive messages, using telephones or telephone switchboards. 16. Maintain a current understanding of all policy and guidelines regarding information sec