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”. The Dual Rate Front Desk Shift Manager shall efficiently and accurately issue Player’s Club cards to new and existing guests All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
Must be 18 years of age or older upon employment.
High school diploma or equivalent required.
Minimum one (1) year hospitality/guest services and/or front desk experience required.
Minimum one (1) to two (2) years front desk/hospitality supervisory experience required.
Knowledge of the casino industry preferred.
Must have good knowledge of the surrounding community in order to provide general information and directions to guests.
Must possess basic math skills necessary to accurately calculate and process guest payments.
Must have proficient computer/PC skills.
Must have excellent customer service skills.
Language Skills and Reasoning Ability:
Must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals.
Physical Requirements and Work Environment:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
Required to stand and walk for long periods.
Must be able to effectively understand and communicate to candidates and employees.
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.