Front Desk Lead

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Assists the Hotel Manager in overseeing the Front Desk department.
2. Trains and provides technical directions to new Front Desk Agents.
3. Has extensive knowledge of Front Desk operations. Able to assist coworkers and guests with any questions they may have.
4. Provide a warm and friendly welcome to guests as they arrive creating a positive first impression.
5. Always provided the highest level of overall customer service by enforcing 4-star standards. Goes above and beyond to make every guest feel special.
6. Efficiently handles the check-in and check-out processes by verifying guest information assigning rooms and processing payments.
7. Encourages guests to participate in players club membership and casino events and activities.
8. Handles guest payments including cash credit cards and other forms of payment. Maintains accurate and well-organized records.
9. Assist guests with room reservations modifications and cancellations ensuring accuracy and adherence to hotel policies.
10. Provide information about the hotels services amenities casino offerings and local attractions to help guests make the most of their stay.
11. Respond promptly pleasantly and accurately to all customer questions and immediately escalate any issues/concerns from customers to the appropriate person.
12. Answer phone calls take messages and transfer calls to appropriate departments or guests rooms.
13. Develops and maintains effective working relationships and good customer service skills with all guests and employees.
14. Maintains alertness for the performance of all responsibilities and a general awareness of hotel and casino operations at all times. Takes appropriate action based on observations as directed or established by casino policy procedures or gaming rules and regulations. Keeps the Hotel Manager informed of any concerns.
15. Regular and reliable attendance is a fundamental requirement of this position. Employees are expected to be punctual and consistently present during their scheduled work hours to ensure the effective and efficient operation of the business.
16. Performs duties in compliance with the Colorado Limited Gaming Act Internal Control Minimum Procedures internal policies and procedures and Colorado Limited Gaming Regulations.
17. Wears and maintains uniforms properly including nametag and gaming license.
18. Performs other duties including special projects as needed and directed.

QUALIFICATION REQUIREMENTS:

• Demonstrated effective and diplomatic customer service and communication skills.
• Demonstrated experience performing within specific deadlines or under pressure. Demonstrated experience in problem solving organizing and prioritizing work.
• Must have good multitasking skills and excellent customer service skills.
• Basic computer knowledge is preferred.

EDUCATION AND/OR EXPERIENCE:

• Preferred recent and related customer service experience preferably in a hospitality or gaming environment.

CERTIFICATES LICENSES REGISTRATIONS:

• Must have a valid and current State of Colorado Gaming License. Must be at least eighteen (18) years of age.

COMPENSATION AND BENEFITS:

$23.00 an hour

Full House Resorts provides a robust benefits package for all employees and eligible family members including:

• Health & Wellness: Medical (full-time only) HSA FSA Dental and Vision coverage.

For the employees Full House Resorts provides:

• Financial Security: Life insurance disability coverage and supplemental benefits.
• Retirement Savings: 401(k) plan with company matching after one (1) year of service.
• Paid Time Off: Generous PTO program.
• Convenient Transportation: Free shuttle service from Colorado Springs and Woodland Park.
• Wellness Perks: Complimentary local gym membership.
• Professional Growth: Tuition reimbursement and career development opportunities.
• Exclusive Discounts: Employee savings on hotel and resort services.