DR Front Desk Agent/Front Desk Shift Manager

About the Role

The Front Desk Agent (Primary position) or VIP Services Representative (primary position) oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy, is called upon to fill the Front Desk Shift Manager (Secondary position) when needed. The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. In the absence of the Director of Hotel Operations and Front Desk Manager, the incumbent assumes the position of “Manager on Duty”. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Greet, register, and assign rooms to guests of hotel. 2. Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability. 3. Book recommended hotel, restaurant, and walk in reservations. 4. Compute bills, collect payments, and make change for guests. 5. Issue room keys and escort instructions to bell person. 6. Verify customers' credit, and establish how the customer will pay for the accommodation. 7. Review accounts and charges with guests during the check out process. 8. Keep records of room availability and guests' accounts, manually or using computers. 9. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. 10. Contact housekeeping or maintenance staff when guests report problems. 11. Perform simple bookkeeping activities, such as balancing cash accounts. 12. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers. 13. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc. 14. Date-stamp, sort, and