Job description
The purpose of the Lead Front Desk Agent is to provide an exceptional customer service experience to guests visiting the casino’s hotel properties. This position starts at $20.78/hr and increases to $21.85/hr at successful completion of 90-day orientation period.
- Provides direction, training, and assistance to hotel front desk staff.
- Provides recommendations for staffing, scheduling, evaluations, and disciplinary actions to hotel management.
- Greets all guests, answers questions, accommodates requests, and responds to concerns in a timely manner.
- Provides reservation assistance for potential guests and groups.
- Registers guests and group reservations providing accurate information, paperwork, and assistance.
- Balances cash drawer and prepares cash and credit card reports at the end of each shift.
- Coordinates and communicates with other departments to ensure a superior guest experience.
- Processes guest room charges and comps, verifying each invoice for accuracy prior to guest checkout.
- Answers, directs, and responds to incoming calls.
- Maintains current knowledge of all hotel and casino amenities and events.
- Creates master accounts for block reservations, making room changes as directed.
- Processes sales of gift shop merchandise and concert and event tickets.
- Completes weekly gift shop merchandise inventory.
- Maintains division supplies, inventories stock, and submits replacement requests as needed.
- Performs other duties as assigned.
MINIMUM REQUIREMENTS:
High School Diploma or GED equivalent is required. Two years of hotel industry experience required. One year cash handling experience preferred. Casino experience preferred. Additional education or related experience may substitute for the minimum requirements of the position.
LICENSES/CERTIFICATIONS/TRAININGS REQUIRED:
Class IIIB Gaming License
SAR
Cash Handling
Customer Service
Sexual Harassment
Must be able to obtain a Class IIIB license as required by the Puyallup Tribal Gaming Regulatory Office and the Washington State Gaming Commission. The Emerald Queen is an Equal Opportunity Employer. Indian Preference in hiring shall apply according to the policies adopted by Puyallup Tribe’s Emerald Queen Casino.
Licenses & Certifications
Required- OSHA Training
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