Front Desk Agent

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Provide a warm and friendly welcome to guests as they arrive, creating a positive first impression.
2. Always provided the highest level of overall customer service by enforcing 4-star standards. Goes above and beyond to make every guest feel special. 
3. Efficiently handles the check-in and check-out processes by verifying guest information, assigning rooms, and processing payments.
4. Encourages guests to participate in player’s club membership and casino events and activities.
5. Handles guest payments, including cash, credit cards, and other forms of payment. Maintains accurate and well organized records.
6. Assist guests with room reservations, modifications, and cancellations, ensuring accuracy and adherence to hotel policies.
7. Provide information about the hotel's services, amenities, casino offerings, and local attractions to help guests make the most of their stay.
8. Respond promptly, pleasantly, and accurately to all customer questions and immediately escalate any issues/concerns from customers to the appropriate person.
9. Answer phone calls, take messages, and transfer calls to appropriate departments or guests' rooms. 
10. Develops and maintains effective working relationships and good customer service skills with all guests and employees.
11. Maintains alertness for the performance of all responsibilities, and a general awareness of hotel and casino operation 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.
12. 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.
13. Performs duties in compliance with the Colorado Limited Gaming Act, Internal Control Minimum Procedures, internal policies and procedures, and Colorado Limited Gaming Regulations. 
14. Wears and maintains uniforms properly, including nametag and gaming license. Adheres to department grooming standards.
15. 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. 

EDUCATION AND/OR EXPERIENCE:

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

COMPENSATION & BENEFITS

$20.00+ per hour based on experience

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 casino services.