Front Desk Agent

Blue Lake Casino & Hotel

POSITION DESCRIPTION

MANAGEMENT RETAINS THE RIGHT TO CHANGE JOB DESCRIPTION AS DEEMED NECESSARY

Job Title: Front Desk Agent

Department: Hotel

Reports To: Front Office Supervisor

FLSA Status: Non-Exempt

Prepared By: Hotel Manager

Revised Date: July 23, 2026

Approved By: President - DOO

Approved Date: July 23, 2026

JOB SUMMARY

Responsible for providing exceptional guest service while performing all front desk functions including guest registration, reservations, cashiering, and guest account settlement. Serves as a primary point of contact for hotel guests and promotes Blue Lake Casino & Hotel amenities, services, and promotions while ensuring accurate administration of the property's guest management systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Register arriving guests by verifying the identity of the guest and that all reservation details are accurate, while offering superior guest service.
• Create accurate reservations and maintain accurate guest profiles within the property management system.
• Conducts cash and credit card transactions while managing a cash till and following all transaction, fraud, and other applicable procedures.
• Accurately document guest interactions requiring follow-up.
• Maintain knowledge of hotel policies, room types, packages, promotions, gaming amenities, dining outlets, and enterprise events.
• Coordinate with other departments to ensure all guest needs our met.
• Settle guest accounts with the ability to make good business decisions regarding discounts.
• Works with highly sensitive information, maintains confidentiality and discretion in all areas, including planning and promotional procedures and guest information files.
• Greet guests and provide bell service as needed.
• Ability to operate multi-line phone system.
• Resolve all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service and refers unresolvable matters to Management.
• Remains current on emergency procedures.
• Prepare and deliver special amenities to VIP guests.
• Ensures management is aware of guest special requests and that guest profiles are properly noted for action prior to check-in.
• Provide information and explain Rewards Club benefits, property amenities & promotions to our guests.
• Provide courteous service to our guests and be cordial to all Team Members.
• Able to work any day or shift, as assigned.
• Assist with projects assigned by management on an as needed basis.
• Other duties as assigned by management, including any supervisor, manager, or executive.

Promotes the following within the department and among all Team Members:

• Creates an atmosphere of FUN for all casino guests.
• Encourages mutual respect, dignity and integrity with all Team Members, by setting positive examples at all times.
• Maintains a professional departmental, company and community reputation.

Blue Lake Casino & Hotel requires Team Members, on a continual basis:

• To provide a safe work environment for Team Members, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
• To maintain a professional departmental, company and community reputation.
• To enforce performance standards, policies and procedures as they relate to the department.
• To maintain a consistent, regular attendance record.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. 

QUALIFICATIONS 

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 equivalent and one year of prior administrative, office, or customer service experience required; or an equivalent combination of education and experience.

• Must have good organizational and administration skills.
• Must have experience with MS Office Suite
• Prior experience with a hotel property management system is preferred.
• Must be a fast learner with a strong commitment to maintaining confidentiality.
• Ability to problem solve independently while also being a strong team player.
• Strong verbal and written communication skills.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other Team Members of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

CERTIFICATES, LICENSES, REGISTRATIONS, TRAINING

• While employed, must maintain a valid and active Blue Lake Tribal Gaming Commission License.
• Must complete Title 31 training for reporting suspicious activity and large cash transactions within three months of being employed.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member 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 Team Member is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The Team Member is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The Team Member must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing 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 Team Member is occasionally exposed to fumes or airborne particles, such as cigarette smoke. The noise level in the work environment is usually moderate.