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FRONT OFFICE AGENT

Company: Santa Ana Star Casino Hotel
Location: Bernalillo
Posted on: September 22, 2022

Job Description:

Location Hotel Employment Status Full-Time Shift Varies Category Hotel Summary: Provides a high level of focus on guest satisfaction through building guest relations and being attentive to guest needs. Responsible for greeting and welcoming all guests in a sincere, professional and friendly manner. Accurately processing of all hotel reservations, assignments of rooms in according to established standards. Consistently provides exceptional check-in and check-out guest experience. Exemplifies a high level of sales capacity. Major Responsibilities/Activities:

  • Accurately and efficiently processes hotel reservations, registrations and settlements.
  • Registers guests, handles room changes, reviews balances, collects payment, and settles guest folios, checks guests out, and provides assistance and direction.
  • Creates and exemplifies a fun and exciting environment where the service delivery is always accurate and flawless.
  • Makes sure every guest interaction is courteous and informative without any exception.
  • Remains exceptionally calm and focused to guest needs even under pressure.
  • Tactfully finds out the habits and preferences of repeat guests and VIPs, records the information and acts accordingly to ensure guest experience is enhanced.
  • Follows the established policy and procedures in regards to review of balances / credits, make adjustments and settles guest accounts.
  • Responsible for posting charges, settling folios resolving due-outs, and completing express check outs.
  • Receives cash, checks, debit and credit cards in payment, and obtaining proper approval and authorization. Maintains an operating bank, renders bills and issues change.
  • Maintains knowledge of the property, community, to and from directions, and special events.
  • Keeps all guest and non-published department information confidential.
  • Takes personal responsibility for delivering excellent guest experience.
  • Welcomes corrective and/or constructive feedback.
  • Perform other duties as assigned. Minimum Requirements:
    • Preference is given to qualified Santa Ana Tribal Members.
    • High School Diploma or GED required.
    • Must be 21 years or older
    • Must have excellent oral communication skills. Must know correct business English, including grammar, spelling, punctuation, and vocabulary.
    • Prior knowledge and experience on Property Management Systems is highly preferred.
    • Must be able to have a working knowledge of Microsoft applications specifically Word and Excel.
    • Work schedule flexibility consistent with needs of the business.
    • Must be able to attend all required staff meetings and training sessions.
    • Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license. Essential Mental Functions: The essential mental functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • Very organized, detail oriented and capable of multi-tasking in a public environment.
      • Excellent time management, excellent attention to detail, and a high level of organizational and interpersonal skills.
      • Able to exemplify energy, moves with sense of urgency while being thorough about the details of the tasks.
      • Ability to apply commonsense understanding to carry out instructions given in written, oral or diagram form.
      • Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals.
      • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
      • Must be able to deal with stressful situations in a professional manner. Essential Physical Functions: The essential physical functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        • Regularly required to talk or hear. Regularly required to stand; walk; and use hands to finger, handle, or feel objects, tools or controls.
        • Manual and finger dexterity for operation of personal computer and routine paperwork.
        • Occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.
        • Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25lbs
        • Must be able to handle stress effectively.
        • Must be able to stand for a long durations of time.
        • Physical ability to safely perform the essential job functions of the position. Equipment Used:
          • Computer
          • Multi-line telephone
          • All additional office equipment
          • Computer Software including spreadsheet software and word processing software (Microsoft products including Word, Excel, Outlook)
          • Extensive usage of the Property Management System
          • Copiers, fax machines and other traditional office equipment Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually loud. Team Member will be exposed to inclement weather and a second-hand smoke-filled environment.

Keywords: Santa Ana Star Casino Hotel, Rio Rancho , FRONT OFFICE AGENT, Administration, Clerical , Bernalillo, New Mexico

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