Agent Front Desk

The Front Desk Agent is responsible for warmly greeting guests upon arrival and providing exceptional service throughout the check-in and check-out process at Morongo Casino Resort & Spa. This position ensures all guests receive prompt, professional, and courteous assistance while maintaining a high standard of guest satisfaction and operational efficiency. The Front Desk Agent plays a key role in creating a welcoming first impression and supporting the resort's commitment to 4-Star/4-Diamond service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Warmly greets all guests upon arrival and provides a personalized welcome experience.
• Acknowledges returning guests by name and ensures efficient check-in and check-out processes.
• Issues room keys and provides instructions to Bell Attendants for guest escorting services.
• Delivers 4-Star/4-Diamond quality guest service at all times, anticipating guest needs and resolving concerns professionally.
• Answers incoming phone calls within three rings and responds courteously and efficiently to guest inquiries.
• Computes guest bills, collects payments, processes transactions, and issues change when needed.
• Provides accurate information regarding hotel amenities, local shopping, dining, entertainment, and travel directions.
• Acts as a sales ambassador by promoting room upgrades and resort offerings to enhance guest experience.
• Maintains a polished and professional appearance and demeanor while on duty.
• Performs other duties as assigned to support Front Desk operations and guest satisfaction.

SUPERVISORY RESPONSIBILITIES:
This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

QUALIFICATIONS:

• Excellent interpersonal and verbal communication skills in person and over the phone.
• Ability to maintain professionalism, confidentiality, and composure in a fast-paced environment.
• Computer savvy with the ability to learn and use property management systems (LMS experience preferred).
• Accurate and efficient with cash handling and 10-key operations.
• Strong customer service focus with the ability to resolve issues diplomatically and effectively.
• Previous experience working in California hotel room sales preferred.
• Demonstrates high business ethics and a strong commitment to guest satisfaction and team collaboration.

EDUCATION and/or EXPERIENCE:

• Associate degree in Hospitality Management, Business Administration, or a related field preferred.
• Additional coursework or training in customer service or front office operations desirable.
• Minimum of 1 year of experience in front desk, guest services, or hospitality operations required.
• Experience in a casino, hotel, or resort environment preferred.
• Strong customer service and communication skills with the ability to handle guest inquiries and concerns professionally.
• Proficiency with property management systems (PMS) and point-of-sale (POS) systems preferred.
• Basic knowledge of cash handling and credit card processing procedures required.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Ability to work flexible shifts, including nights, weekends, and holidays.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, professionally, and courteously with guests, team members, and other departments; responsible for check-in/check-out procedures, answering inquiries, and delivering exceptional guest service.
• Lifting and Carrying: Occasionally lifts and carries guest documents, supplies, or personal items weighing up to 25 pounds; may assist with light luggage or storing packages.
• Manual Dexterity: Frequently uses hands and fingers to operate computers, telephones, key encoders, and other front desk equipment with accuracy and efficiency.
• Mobility: Regularly moves behind the front desk and through the lobby area; requires standing, walking, bending, and reaching for extended periods throughout the shift.
• Stationary Work: Frequently remains standing at the front desk for prolonged periods while interacting with guests and performing transactional duties.
• Tool Operation: Regular use of POS systems, key encoders, telephones, credit card terminals, radios, and standard office equipment; responsible for ensuring proper handling of guest information and secure transactions.
• Visual Acuity: Requires close vision to verify identification, review reservation details, process payments, and input data into multiple systems accurately.
• Working Conditions: Routinely works in a well-lit, indoor, guest-facing environment with exposure to moderate noise, frequent guest interaction, and occasional high-pressure service demands. Regular exposure to a smoking environment while transitioning through casino or public areas.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin.

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.