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Job Title: FRONT OFFICE AGENT
 
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Front Office
 
Job Description:
The primary responsibility of the Front Office Agent is to provide Unmatched Guest Service during the check-in and check-out process, registering guests, rendering bills, and receiving cash and credit payments. The Front Office Agent is also responsible for assisting guests with questions, directions, miscellaneous information and resolving guest disputes in a professional manner while maintaining service standards in order to enhance the overall guest experience. All duties are to be performed in accordance with departmental and The Palazzo Casino Resort’s policies, practices, and procedures.
 
 
POSITION RESPONSIBILITIES:
  • Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
  • Obtains assigned bank and ensures accuracy of contracted monies.
  • Checks guests in and out, in a speedy, efficient and friendly matter according to Front Office Service Standards.
  • Maintains confidentiality of guest information and pertinent hotel data.
  • Performs other duties as directed. 
ESSENTIAL JOB FUNCTIONS:
Provide a service or assistance to meet the needs of a guest, client or customer. Proper performance requires knowledge of a specific function or activity and familiarity with policies and procedures of the department. Comply with policies and procedures of the department or section in order to complete service satisfactorily. Proper performance requires some physical and mental dexterity in order to accomplish tasks associated with the completion of the service. Possess skills to expedite clerical processing, perform a service, evaluate information, and take action based upon information to complete a task or assignment or activity.
Completion of a task or assignment requires use of equipment, tools or systems related to the proper performance of the service. Provide a service for others, and provide expertise based on information keyed, gathered, studied, processed or reviewed.
 
Job Requirements:
Minimum Employment Requirements: 18 years of age, proof of authorization/eligibility to work in the United States, high school Diploma or equivalent. Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form. Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts. Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards. Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards. Work varied shifts, including weekends and holidays.
 
Specific Position Requirements:
  • Front desk experience in a four or five star hotel/resort preferred.
  • Candidate must possess a stable job history and be able/willing to work all shifts upon start date.
  • One year continuous face-to-face guest service experience, preferably in a high-end customer service environment.
  •  Possess the ability to reflect a professional image.
  • Previous experience with LMS and PC software programs (MS Word, Excel), basic typing skills, excellent guest service skills are strongly preferred.
  • Must be able to maintain a positive/upbeat personality at all times in order to assist guests with questions, directions, check-in/ check-outs, and other information regarding the Hotel/Casino to help create an Unmatched Guest Service experience.
  • Strong technical/reservation systems experience preferred.
  • Six months previous cash handling experience required, preferably in a high-end hotel/casino environment.
  • Must be able to stay calm and maintain a positive image when dealing with highly stressful situations involving guest disputes and check-in/check-out procedures.
  • Bi-Lingual in a second language other than English is preferred, but not required.
  • Actively seek opportunities to up-sell, illustrating the benefits of particular suite types that would best suit the guest's needs.
  • Full comprehension of the English Language is required along with strong verbal and written communication skills.
Work in a fast-paced, busy, and somewhat stressful environment. Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. Must be able to frequently move freely about the office, maintain manual dexterity to access computer via computer keyboard and operate office equipment, such as telephones, copiers, fax machine, etc., withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction. Be able to work indoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke, and be able to access all areas of the property. 
 
Ability to lift or carry a minimum of 20 pounds unassisted in the performance of specific tasks assigned. Must be able to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives. Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner. Must be able to address stressful situations with clients with dignity and the utmost tact and politeness. Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.
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