Meadowlands Racing and Entertainment (NJ) & Tioga Downs Casino (NY)

  • Lead Front Desk Agent

    Location US-NY-Nichols
    Job ID
    Regular Full-Time
  • Overview

    Responsible for attending to the needs of the guests, especially during check in and check out of the hotel. Providing accurate information to guest about the hotel policies, services and amenities, ensuring guest service and satisfaction. Oversees Front Desk Agents and carries out supervisory responsibilities.


    • Provide excellent guest service to both internal and external guests.
    • Maintains a friendly, cheerful and courteous demeanor at all times.
    • Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
    • Maintains a working knowledge of the Company’s property, as well as special events on and near property, in order to advise guests of same, whenever possible.
    • Providing information to guests about hotel policies, services and amenities.
    • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 
    • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
    • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
    • Supervise daily shift process ensuring all team members adhere to standard operating procedures.
    • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
    • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
    • Adhere to company credit limit/ floor limit policies.
    • Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.
    • Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
    • Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
    • Cross Check all billing instructions are correctly updated 
    • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
    • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
    • Performs other duties as assigned, requested or deemed necessary by management.
    • Ensure Front office log book and hotel log book is always updated and actioned upon.
    • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
    • Participate in hotel committees and task force assignments.
    • Assist all departments in servicing the guests during high volume periods.
    • Takes responsibility in the absence of the Duty Manager /Front office manager
    • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
    • Ensures a maximum level of service and satisfaction is achieved and maintained.
    • Reasons what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Front Desk Manager well informed.
    • Recognize and create guest profiles to help maximize accuracy and guest recognition. Quick to collect, pick up and trace helpful information on the guest(s) to utilize during their stay and create WOW factor.
    • Additional duties refer to Reservationist/PBX job description.
    • All other duties as assigned.



    Directly supervises Front Desk Agents. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training associates, planning, assigning, and directing work, addressing complaints and resolving problems



    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.


                EDUCATION and/or EXPERIENCE:

    High School diploma or GED required. Two years’ front desk experience required. Must be available to work a flexible schedule, days, nights, weekends and holidays.



    Must possess excellent communication skills.  Must be able to demonstrate all aspects of hospitality, professionalism, prompt and courteous service, with extreme attention to detail.



                LANGUAGE SKILLS:

    Ability to read, analyze, and interpret a variety of instructions furnished in written, oral or diagram form. Ability to respond to common inquiries or complaints.  Ability to speak multiple languages is a plus.



                MATHEMATICAL SKILLS:

    Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.


                REASONING ABILITY:

                Ability to apply common sense reasoning to a variety of situations.


               PHYSICAL DEMANDS:


                The physical demands described here are representative of those that must be met by an Associate 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 Associate is regularly required to talk or hear.  The Associate is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.  The Associate is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.  

    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.



              WORK ENVIRONMENT:

              The work environment characteristics described here are representative of those an Associate 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.


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