hotel front desk agent - Cape Girardeau, United States - Century Casinos, Inc.

Description

Job Title: Front Desk

Department: Hotel

Reports to: Front House Supervisor

FLSA Status: Non Exempt

CENTURY CASINO CAPE GIRARDEAU

At Century Casino Cape Girardeau, we offer exciting entertainment options to our guests every day. From live table games, to over 800 slot machines, two restaurants, and live entertainment, we have something for everyone Our newest addition of a 69-room hotel with sweeping views of the Mississippi River adds more opportunities for our visitors to stay and play right here at Century Casino Cape Girardeau. Our team of over 200 staff are committed to providing the best entertainment experience for our guests.

POSITION SUMMARY

Century Casino Cape Girardeau is seeking an ambitious applicant to join our team as Front Desk Agent at our world class casino hotel on the banks of the Mississippi River in downtown Cape Girardeau. Successful candidates will excel at creating an atmosphere of superior customer service for our guests. The Front Desk Agent will deliver a warm welcome to our guests while also verifying stay details and guest preferences. Century Casinos are proud to provide a workplace for our team members that focuses on training, development, and advancement. Come and help make Century Casino Cape Girardeau's new hotel the entertainment destination in SE Missouri.

ESSENTIAL POSITION DUTIES & RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions. Other reasonable duties may be assigned.

Customer Service

• Interact with all guests and team members to positively influence the guest and team member experience. Demonstrate resilience when faced with difficult situations under all types of business conditions. Work effectively and courteously with fellow team members.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Handle all guest challenges that arise and turn around guest challenges to exceed expectations, and create repeat clientele.
• Promote hotel and casino amenities in a natural manner

Operations

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients' concerns in a timely and professional manner
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments

Compliance

• Responsible for ensuring regulatory compliance within the area and reporting potential issues to Executive Management; GM.
• Adheres to all gaming laws and regulations.
• Maintains strict confidentiality in all departmental and company matters.
• Adhere to regulatory, departmental and Company policies in an ethical manner and require others to do the same.

Must be able to work a flexible schedule as required by business operations, including nights, weekends, and holidays; shifts may change based on business needs.

Performs other duties as assigned.

ESSENTIAL PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: Must be able to lift 40lbs

Mental Demands:

• Must be able to maintain professionalism during high-volume business.
• Must stay calm under pressure.
• Must present solutions based on facts not feeling, and present long-term solutions.

Work Environment:

• Must be able to work in a smoking environment.
• Must be able to work in a gaming environment with exposure to bright/flashing lights, crowds and above average noise levels.
• Must be able to work in varying temperatures.
• Must be able to work independently.

MINIMUM QUALIFICATIONS

Experience/Education:

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training preferred.

Knowledge:

• Proficient in office software applications and competent computer skills.
• Knowledge of local attractions and amenities.

Other:

• Must be able to obtain and maintain a valid Level (?) Missouri Gaming License.
• Excellent verbal communication skills
• Must be able to receive and maintain all required certification relating to the position.
• Must complete all required company training.