Front Desk Agent

Downstream Casino; Quapaw (OK); On-site; USD 17,000 - 22,000; Full time

Job summary

Downstream Casino Resort is seeking a friendly Front Desk Clerk to greet and register guests, manage room assignments, and handle payments with accuracy. The role requires strong English communication and prior customer service experience, with a preference for LMS familiarity and gaming license eligibility.

Hours follow a 24-hour schedule including nights, weekends, and holidays, with gaming environment exposure.

Qualifications

• 18 years of age or older.
• High school diploma or equivalent.
• Previous customer service experience preferred.
• LMS experience preferred.
• Excellent communication skills.
• Ability to resolve problems/d conflicts diplomatically.
• Ability to read, write, speak, and understand English.
• Willingness to work nights, weekends and holidays.
• Must be approved for and maintain a valid gaming license.
• Background check and drug screening required.

Responsibilities

• Greet, register, and assign rooms to hotel guests.
• Compute bills, collect payments, and make change.
• Issue room keys and provide escort instructions to bell captains.
• Verify guest payments and determine payment method for accommodations.
• Review accounts and charges with guests at checkout.
• Maintain records of room availability and guest accounts.
• Coordinate with housekeeping or maintenance when issues arise.
• Post charges to ledgers and balance cash as needed.
• Answer inquiries about hotel services and registration.
• Record guest comments or complaints and refer to managers as needed.
• Maintain a professional work environment and adhere to policies.
• Attend training meetings and follow attendance guidelines.
• Support other projects as directed.

Skills

Customer service

Communication skills

English proficiency

Problem solving

Education

High school diploma or equivalent

Tools

LMS

Job description

Essential Functions And Responsibilities

• Greet, register, and assign rooms to guests of hotel.
• Compute bills, collect payments, and make change for guests.
• Issue room keys and escort instructions to bell captains.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Review accounts and charges with guests during the checkout process.
• Keep records of room availability and guests' accounts, manually or using computers.
• Contact housekeeping or maintenance staff when guests report problems.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Answer inquiries pertaining to hotel services, registration of guest.
• Record guest comments or complaints, referring customers to managers as necessary.
• Maintains a professional work environment with supervisors and other staff.
• Inform supervisor as necessary.
• Meets the attendance guidelines of the job and adheres to regulatory, departmental, and company policies.
• Attend all necessary training meetings.
• Assist in other projects, as directed.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule.
• Outstanding example of and a credit to Downstream Casino Resort.
• Agents are to call in 24 hours in advance if they are ill.

QUALIFICATIONS/REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily.

• Must be a minimum of 18 years of age or older upon employment.
• High school diploma or its equivalency required.
• Previous customer service experience preferred.
• Previous LMS experience preferred.
• Must possess excellent communication skills.
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Ability to write routine correspondence and to speak effectively to the public, other staff and customers.
• Must have the ability to deal effectively and interact well with the customers and other staff.
• Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.
• Work nights, weekends and holidays as required.
• Must be able to be approved for and maintain a valid gaming license.
• Employment is contingent upon a favorable outcome of a background investigation and drug screening.

PHYSICAL, MENTAL AND ENVIRONMENT DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be physically mobile with reasonable accommodations and be able to maneuver to all areas of the casino.
• Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights and dust.
• Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
• Light lifting.
• Must be able to stand and walk for long periods.
• Adequate manual dexterity to operate office equipment.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

The Downstream Casino Resort Adheres to all applicable Resolutions of the Quapaw Nation. Native American Preference policy does apply.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.