POSITION OVERVIEW

Front Desk Agent position is responsible for providing exceptional customer service, handling guest check-in and check-out processes, and assisting guests with inquiries and requests. The Front Desk Agent plays a key role in creating an exceptional and welcoming experience for guests while ensuring efficient front desk operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

Greet guests warmly and efficiently handle their check-in and check-out procedures
Provide a personalized experience, ensuring their preferences and special requests are met
Assist guests with inquiries, requests, and information about the hotel's facilities, services, and local attractions, striving to exceed guest expectations
Respond promptly to guest inquiries, concerns, and complaints with empathy and professionalism
Take ownership of any issues and follow through to ensure guest satisfaction
Answer phone calls and respond to emails professionally, addressing guest inquiries and routing calls to the appropriate departments
Manage cash transactions accurately and responsibly, including guest payments, room deposits, and cash float reconciliation
Maintain the front desk area, ensuring it is organized, clean, and presentable at all times
Handle guest complaints or issues promptly, taking ownership to resolve concerns and elevate matters to the Front Office Manager when necessary
Maintain guest privacy and uphold hotel security procedures, verifying guest identification and providing secure access to guest rooms
Foster positive guest relations by demonstrating a courteous and professional demeanor and anticipating guest needs
Identify opportunities to upsell hotel services, room upgrades, and packages to enhance the guest experience
Coordinate with other hotel departments, such as housekeeping, engineering, and reservations, to meet guest requirements and ensure seamless operations
Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

High school diploma or equivalent is required
Previous experience in a front desk, guest services, or customer-facing role within the hotel or hospitality industry is preferred but not mandatory
Excellent communication and interpersonal skills, with the ability to engage with guests from diverse backgrounds and cultures
Strong organizational and multitasking abilities to manage guest inquiries, check-ins, and other front desk responsibilities efficiently
Proficiency in using hotel reservation systems, property management systems (PMS), and other front office software
Customer-centric mindset with a passion for delivering exceptional guest experiences
Attention to detail to ensure accurate guest information, reservations, and billing
Professional appearance and conduct, with a warm and welcoming demeanor
Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a 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 job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$20.50 per hour

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Front Desk Agent

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