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Hotel Front Office Agent

Summary
Our dynamic Hospitality Team strives to create a pleasurable event experience for all guests and prides itself on exceptional proactive service and unparalleled knowledge of property and services.
Under the direction of the Hotel Front Office Supervisor (FOS), the Hotel Front Office Agent (FOA) is responsible administering front office operations in the hotel's continuing effort to deliver outstanding guest service. The FOA is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives linked to improving customer service or improving the value of the hotel's products and services to its customers and clients.
Essential Duties & Responsibilities
Greets guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of room(s), coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a Bellperson accompany him/her.
Assists guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards.
Demonstrates a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge. Answer guest questions and inquiries.
Uses up-selling techniques to promote hotel services and facilities and maximize room occupancy.
Responds to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
Fields guest complaints, conducts research and resolves and negotiates solutions for guest satisfaction
Receives, inputs, retrieves and relays messages to guests.
Follows correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with hotel credit and cash handling policies.
Complies with hotel security, fire regulations and all health and safety legislation.
Works closely with all hotel business partners to ensure world class service for all hotel guests.
Acts in accordance with policies and procedures when working with front of house equipment and property management systems.
Follows company brand standards.
Maintains clean and pressed work attire in accordance with company policy. If not dressed properly, may be sent home.
Reports any problems or concerns to their immediate supervisor.
Assists other departments, if necessary.
Performs other additional duties as assigned.
Education/Experience/Qualifications
High School Diploma or GED required.
One year of related experience preferred.
Strong English skills, both oral and written.
Intermediate computer skills desirable.
Must have good and basic mathematical, organizational, and communication skills.
Must be reliable, pleasant, and maintain a positive attitude.
Must be able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions.
Certificates/Licenses/Registrations
Must provide at least two unexpired, Right To Work documents; a valid social security card, a U.S. birth certificate, a Native American Tribal document, U.S. citizen ID Card, a resident citizen ID card, a U.S. passport, or employment authorization documents issued by the Department of Homeland Security.
San Manuel Band of Mission Indians is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require reasonable accommodation in participating in the employee selection process, please direct your inquiries to Human Resources, 909-863-2270, or email HR@sanmanuel.com.



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