Front Desk Agent

DeKalb Health; Battle Creek (MI); On-site; USD 17,000 - 24,000; Full time

Job summary

FireKeepers Casino Hotel in Battle Creek, MI, is seeking a Front Desk Associate to handle guest check-ins/outs, reservations, and concierge services. You will greet guests, manage data entry, and use systems like Opera, HotSOS, Patron Management, and Saflok to ensure smooth operations.

The role requires strong English communication, a high school diploma or GED, and 1 year of customer service or 6 months in a hotel front desk.

Qualifications

• High school diploma or GED required.
• One year of customer service experience, or six months of hotel front desk experience.
• Proficiency in Windows-based computers and general computer applications.

Responsibilities

• Greets all guests at the front desk in a warm, professional manner and follows guest service standards.
• Inputs and accesses data in a computer with attention to detail, speed, and accuracy.
• Gains knowledge of Opera, HotSOS, Patron Management and Saflok systems.
• Communicates effectively with guests and team members, building rapport and anticipating needs.
• Handles guest complaints and develops satisfactory solutions for guests and property.
• Recognizes returning and VIP guests and welcomes them back to the property.
• Provides information on the hotel, casino, tribe, and local area to guests.
• Accepts and programs wake-up call requests and manages reservations and cancellations.
• Sells rooms to walk-in guests and adheres to cashiering procedures, balancing, and cash handling.
• Supports bell staff and coordinates with other departments as needed.
• Maintains confidentiality and attendance, and upholds the company standards.

Skills

Customer service

Communication skills

Public speaking

English proficiency

Education

High school diploma or GED

Tools

Opera

HotSOS

Patron Management

Saflok

Job description

• Location 11177 MICHIGAN AVE E,BATTLE CREEK, MI, 49014-8904,United States
• Base Pay $15.00 / Hour
• Job Category Hotel Front Desk & Housekeeping
• Employee Type Full Time
• Required Degree High school

• Name Koty Kircinic
• Phone [phone] x3

Step into a workplace that’s as exciting as it is rewarding!

FireKeepers Casino Hotel delivers a high-energy environment with vibrant entertainment, a strong team culture, and real opportunities to grow. Recognized as one of Michigan’s Top Employers by Forbes, GlassDoor, and Michigan Works, we’re proud to invest in our Team Members every step of the way.

• Grow your career with development programs and opportunities to advance from within.
• Comprehensive medical benefits, including exclusive access to the NOMI network, providing a “no copay” advantage.
• Give back through Volunteer Time Off (VTO).
• Generous PTO plan to recharge and reset.
• Incentive programs that recognize your contributions.
• Low-cost Team Member dining, provided by our award-winning culinary team.

SHIFTS AVAILABLE:

Varied, days and afternoons/evenings

PAY:

Starting at $15.00 per hour, with opportunities for annual increases. Shift premium of $1 per hour while working between the hours of 11:00 pm - 7:00 am.

REPORTS TO:

Front Desk Supervisor

SCOPE OF POSITION:

Responsible for attending to guest needs, especially during check-in and check-out processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

• Greets all guests approaching the front desk in a warm and professional manner, demonstrating FireKeepers Guest Service Standards in every interaction.
• Inputs and accesses data in a computer, with attention to detail, speed, accuracy, and follow-through.
• Gains and maintains knowledge in all appropriate computer systems, including Opera, HotSOS, Patron Management and Saflok.
• Satisfactorily communicates with guests and fellow team members.
• Establishes rapport with guests and anticipates their needs.
• Handles guest complaints and develops satisfactory solutions for both guest and property.
• Recognizes returning and VIP guests and welcomes them back to the property.
• Provides information on the hotel, casino, tribe, and local area to all guests in need of such information.
• Accepts and programs wake-up call requests.
• Processes and confirms reservations and cancellations.
• Sells rooms to “walk-in” guests.
• Adheres to all cashiering and money handling procedures, including guest account accuracy, posting charges and payments, shiftwork balancing, and cash bank management.
• Supports bell staff in their duties, as necessary.
• Responds to guest requests and coordinates the successful fulfillment of such requests.
• Is aware of daily hotel and casino activities, banquet and meeting schedules, group and VIP arrivals.
• Works closely and effectively with all departments, most commonly Bell Staff, Valet, Facilities and Housekeeping.
• Maintains the highest level of confidentiality.
• Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.
• Outstanding example of and a credit to FireKeepers Casino Hotel.

MINIMUM REQUIRED QUALIFICATIONS:

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

Proficiency in both written and verbal English communication is required.

High school diploma or GED. One year of customer service experience, or a six months of hotel front desk experience. Must possess excellent communication skills and effective public speaking skills. Proficient at using Windows-based computers and general computer applications. Must be at least 18 years of age.

GENERAL OR PREFERRED QUALIFICATIONS:

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands 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.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.