Front Desk Agent

WHAT YOU’LL DO

The Front Desk Clerk will be responsible for setting the tone of arrival and departure for guests in a fast-paced environment by processing check-in and check-out transactions at the hotel.  The transactions could take place in-person, on the phone, or at kiosk stations and Front Desk Clerks will be proficient in all options.  Front Desk Clerks will also serve as a point of reference for all guest questions, services the hotel provides, challenge resolution, and proactively making recommendations to enhance the guest stay while demonstrating an upbeat and positive attitude.

ROLE EXPECTATIONS

Responsibilities include, but are not limited to, the following:

• Welcoming guests and providing unmatched guest service using the property guest service standards.

• Performing quick, efficient, accurate, and friendly check-in, check-out, and other front desk transactions.

• Using Property Management Systems to register hotel guests while ensuring that all guest information is validated with the highest level of accuracy.

• Effectively quoting rates for same day reservations and demonstrating the ability to build them in the Property Management System.

• Extensive collaboration with all departments within the hotel, ensuring that all needs for our guests can be completed or routed appropriately.

• Being comfortable handling cash, processing payment cards, maintaining a daily bank, and balancing transactions.

• Demonstrating the ability to naturally diffuse guest challenges and troubleshoot for resolution, resulting in overall guest satisfaction.

• Managing hotel room inventory while maximizing revenue generation through upsells.

• Assisting with maintaining the Contact Center management system and Property Management system with regards to Casino Marketing promotions, transient guest offers and reservations, and group reservations.

• Maintaining confidentiality of department affairs. 

• Performing all duties deemed necessary for the success of the department.

REQUIREMENTS

• Minimum one year of customer service experience required.

• Excellent organizational skills with the ability to multi-task and perform under pressure.

• Technical proficiency with Microsoft Office Suite, Property Management Systems – Opera preferred.

• Ability to effectively communicate in one-on-one, small group, and large group settings.

• Excellent verbal communication skills with a consistent pleasant tone and positive sentiment.

• Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.

• Ability to work any shift – day, afternoon, swing, or graveyard.

• Ability to stand and walk for an extended period, an average 8-hour shift.

• At least 18 years of age.

PREFERRED

• Hotel industry experience

• Bilingual

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state and local regulations.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.