MGM Resorts International Looking for Front Desk Representative – Full Time (Detroit) at Detroit, MI Full Time

Position Summary:

It is the responsibility of the Front Desk Representative to sell and assign rooms, register guests, and provide appropriate arrangements for all hotel guests’ special request while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures, within the framework and intent of the MGM Grand Detroit Statement.

Essential Functions:

• Serves as a Welcome Ambassador for MGM Grand Detroit by greeting all guests arriving and departing in a courteous professional manner, making them feel welcome.

• Exhibits a professional demeanor and willingness to assist guests and/or management whenever requested.

• Performs all check-in functions including, but not limited to, early check-in, late check-in, and walk-ins according to hotel policies and procedures. Provides quotes for room rates and up sells the guests when possible.

• Controls and issues room keys by producing initial keys for guests upon registration and secondary keys upon request in accordance with procedures.

• Determines guests’ eligibility for room credit.

• Verifies correct charges and credits are posted to the corresponding guest folio and collects payments for charges on the guest folio.

• Provides accurate change, processes credit cards and exchanges foreign currency.

• Ensures all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift in accordance with proper cash handling procedures.

• Processes rate changes and adjustments as required.

• Posts charges to guests’ accounts including, but not limited to, meals, business center, and gift shop.

• Extends late check-out and processes all check-out and express check-out functions including, but not limited to, preparation and close out of guests’ folios, collection of room keys and providing directions to departing guests as needed.

• Processes all reservations and requests from guests including, but not limited to, restaurant (on/off property), health spa and special events. Assists with requests for services such as, but not limited to, transportation, shipping, translation and personalized shopping.

• Coordinates delivery of room amenities and floral orders daily.

• Acts as a VIP escort and liaison for MGM Grand Detroit and provides suite tours as required by management.

• Enforces the privacy and confidentiality of guests and limits requests for information about guests in accordance with hotel policies. Ensures confidentiality of all property information.

• Reviews and coordinates room inventory and delivery with housekeeping and related departments to comply with guests’ requests including but not limited to additional linens, roll-away beds, newspapers, floral arrangements and other items as needed.

• Prepares and distributes reports as requested by management to various departments.

• Promotes and maintains the highest level of customer service to all guests while staying alert to their needs.

• Responds effectively to guest inquiries related to MGM Grand Detroit and the downtown Detroit area providing excellent guest service.

• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

• Performs other job-related duties as assigned.

Knowledge, Skills and Abilities:

• 18 years of age or older.

• High school diploma or equivalent. Some college preferred.

• Six months cash handling experience. One year front desk experience in a hotel/resort preferred.

• Proficient knowledge of Microsoft Office to include Word, Excel, Access and Power Point and Microsoft Project.

• Strong keyboarding and typing skills with a minimum of 30 wpm net. Proficiency testing will be required.

• Excellent guest service and hospitality skills.

• Strong problem solving and listening skills.

• Self-motivated with excellent organizational skills and attention to detail.

• Bilingual abilities preferred.

• Ability to handle and maintain confidential information.

• Ability to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting.

• Ability to multi-task several activities and duties simultaneously.

• Ability to function and act independently.

• Ability to work well with people, in a team environment, and to communicate effectively both written & oral.

• Ability to function in a fast paced environment, under short time constraints, and within established deadlines.

• Ability to work a flexible schedule including extended hours, weekends, and holidays.

Location:

Detroit, Michigan