Front Desk Agent

Gun Lake Casino; Wayland (MI); On-site; USD 28,000 - 38,000; Full time

Job summary

Gun Lake Casino is seeking a Front Desk Agent role pivotal in enhancing guest satisfaction at their AAA Four Diamond Hotel Casino Resort. The ideal candidate will possess exceptional communication skills, a professional appearance, and experience in guest services, ensuring efficient check-in/out processes and prompt resolution of inquiries and complaints. Join our team and contribute to an outstanding hospitality experience!

Qualifications

• Must be at least 18 years old.
• Experience in front desk operations preferred.
• Must obtain Gun Lake Tribal Gaming Commission license.

Responsibilities

• Serve as the first point of contact for guests.
• Manage bookings and reservations, addressing guest inquiries.
• Handle billing processes and ensure transaction accuracy.

Skills

Interpersonal skills

Communication skills

Attention to detail

Conflict resolution

Guest service

Education

High school diploma or GED

College degree in hotel management

Tools

Hotel management software

Job description

Position Summary:

The Front Desk Agent plays a pivotal role in ensuring a high level of guest satisfaction and maintaining the prestigious standards of our AAA Four Diamond Hotel Casino Resort. This position is critical in shaping the guest experience, requiring a blend of professional appearance, excellent communication skills, operational efficiency, and a warm, welcoming demeanor.

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people.

Humility: Know that you are equal to everyone else, no better, no less.

In this Role:

• Serve as the first point of contact for guests.
• Responsibilities include greeting guests upon arrival, providing a swift and efficient check-in and check-out process, and handling guest inquiries with high professionalism.
• Manage room bookings and reservations on day of, including non-reserved walk-ins, using hotel booking and reservation software, ensuring accuracy in guest details and any special requests.
• Address and resolve guest complaints and issues promptly. Escalate complex issues to management as necessary, ensuring guest satisfaction while adhering to company policies.
• Serve as a liaison between guests and other hotel departments such as housekeeping, maintenance, and restaurant services to fulfill guest requests and requirements.
• Handle billing and payment processes, including adjustments and room charges, ensuring all transactions are accurate and secure.
• Provide guests with information regarding hotel services, facilities, and local attractions.
• Assist guests in planning dining, entertainment, or other activities within the resort.
• Maintain accurate records on the pass-down log of guest interactions, transactions, reservations, and all key incidents regarding guest services.
• All other duties as assigned.

Essential Qualifications:

• Must be 18+ years of age.
• High school diploma or GED equivalent required. Some college or a college degree in hotel and restaurant management or related field is preferred.
• Experience with hotel management software and basic front desk operations preferred.
• Must have strong interpersonal and communication skills with a focus on guest service.
• Demonstrate exceptional guest service skills, with a focus on creating memorable experiences for guests.
• Keen attention to detail in all administrative and transactional tasks performed on keyboard and desktop computers.
• Ability to quickly assess and resolve conflicts and discrepancies.
• Capable of managing multiple tasks in a fast-paced environment.
• Must hold or be able to obtain Gun Lake Tribal Gaming Commission license.
• Maintains a professional appearance and demeanor that reflects the hotel’s AAA Four Diamond service standards.
• Availability and willingness to work extended hours including nights, weekends, and holidays as business requires.

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
• Ability to read, write, and input data into the computer.
• Must have the manual dexterity to operate job-related equipment.
• Must have the ability to access all properties and areas.
• Ability to sit and work on a computer station for a long period of time.
• Must be capable of lifting 50 lbs with or without assistance.

Work Conditions:

Work is typically in an office environment, front desk, or back of front desk area. Work areas may be warm, cold, or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.