What would I be doing?

The incumbent in this position is responsible for providing superior service to both the internal
and external customer. This position is responsible for maintaining an efficient and effective
Hotel Front Office work group via direction from the Assistant Front Desk Managers. This
position is responsible for providing training, assistance, and on-the-job work direction to the
Front Desk Agents, Night Auditors, PBX Agents, Bell Attendants, Valet Attendants and Ogle
Haus to ensure accurate, exceptional and courteous room registration and check-outs. The
incumbent is also responsible for welcoming and providing service to guests of the hotel.
Provides general leadership and work direction of department team members, including but not
limited to:
1. Organizing and assigning work
2. Prioritizing workload and assignments to ensure orderly and efficient completion
by department team members
3. Directing department team members in the successful completion of assigned
work
4. Enforcement of department and company policies
5. Instructing and training department team members in the successful
performance of their duties
6. Other leadership and work direction duties as assigned by Management
Lead Persons do not perform managerial tasks such as performance reviews, hiring or
terminations; although they may provide input to management regarding such matters.

Responsibilities

GENERAL ACCOUNTABILITIES
(The following statements are intended as general illustrations of the work in this job class and
are not all inclusive for specific positions.)
1. Provides superior guest service, positively affects interactions with guests and team
members, and has the resiliency to deal with difficult guests in all types of business
conditions and the ability to work harmoniously with coworkers.
2. Possesses complete knowledge of Hotel Front Desk, Call Center, PBX, Bell Attendant,
Valet Attendant and Ogle Haus procedures and policies and assures their accurate
execution.
3. Distributes shift work among Front Desk Agents, Night Auditors and PBX and assures
the timely completion of work.
4. Handles guest complaints, concerns and hotel issues. Performs in a proactive manner
and resolves all issues in a timely manner. Acts as an ambassador ensuring and
monitoring that all Front Desk Agents and Night Auditors communications are positive
and ensures return guests.
5. Assists in the on-going training and development of team members.
6. Oversees the handling of guest accounts including declined credit cards and non-zero
balances. Acts as a billing agent for all charges posted through those accounts.
Assures the proper handling of guest related services such as faxes and posting of
charges to rooms.
7. Maintains knowledge of services offered and daily special events and in-house groups
that affect operations at the Front Desk. Maintains communication with Housekeeping
and VIP Services for special requests and early arrivals.
8. Provides accurate information on property along with property events and promotions to
internal and external guests.
9. Responsible, with the Assistant Front Desk Managers, for handling same day VIP blocks
and inventory management, monitoring occupancy status.
10. Complete daily Leadership checklist and follow up on all email and phone inquiries
throughout the day.
11. Oversee the operations of the hotel as Manager on Duty in the absence of Assistant
Front Desk Managers or Hotel Front Office Manager.
12. Handle complex guest service situations such as room moves and unassigned
reservations, act as communication center between guests and various internal
departments to ensure guest satisfaction.
13. Ensures that the Front Desk is turned over to the oncoming shift in an efficient and
orderly manner.
14. Bank out Agents and verify accuracy of Front Desk Agent’s banks and audit.
15. Perform as a Front Desk Agent when necessary.
16. Perform observations and discuss performance with team members.
17. Perform other duties as assigned by management.
18. Ability to use all equipment associated with the position including but not limited to
keyboards, telephones, fax machines, copiers, printers and key encoders.
19. Ability to use a computer effectively to access, understand an input guest information.
20. Ability to effectively communicate in English with guests and all levels of team members.
21. Ability to observe and direct actions of subordinates.
22. This position requires the incumbent to stand for the majority of an eight-hour shift.
23. Complete working knowledge of Front Desk Agent’s duties required.
24. Excellent written and verbal communication skills.
25. Ability to effectively and efficiently move around work area.
26. This position is at times subject to crowds, noise and smoke, the severity of which
depends upon guest volume.

WORKING CONDITIONS/ESSENTIAL FUNCTIONS
 Ability to use all equipment associated with the position, including, but not limited to,
keyboards, telephones, fax machines, copiers, cell phone, two-way radios, printers and
key encoders.
 Ability to communicate effectively at all times with guests, as well as all levels of team
members.
 Ability to move around the service desk effectively, pull up portfolios, reach across
counter for guest transactions.
 Ability to effectively use a computer to access, understand and input guest information.
 Must be flexible to work varying shifts and time schedules as needed.

What are we looking for?

 Effective communication skills.
 Must be able to obtain and maintain all licenses / certification per Federal, State, and
Gaming regulations.
 Must successfully pass background check.
 Must successfully pass an alcohol and drug screening.
 Must be 21 years of age.
The skills and abilities necessary for this position are typically acquired through the completion
of a high school education or equivalent, in addition to two months of on-the-job training or
related experience.

What would it be like to be a Boyd Gaming Team Member?

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry.

Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Corporate Mission
We, as members of Boyd Gaming Corporation, operate with only the highest degree of integrity, and rely on the competence and friendliness of each person in our organization to provide entertainment and service to satisfy our customers' wants.

Through teamwork, we strive to maximize shareholder value, to be among the leading companies in our industry and to provide opportunities for all while we support and enhance our communities.

Company Vision
Boyd Gaming is one of the nation’s leading casino entertainment companies. But we’re so much more – a Fortune 1000 company that retains the philosophy of a family-owned business, focused on creating long-term, sustainable growth for our shareholders. This philosophy defines and separates us from the competition, making us unique in our industry.

From our earliest beginnings in the 1970s, we made a commitment to our shareholders and our team members to create an operating style built around family. In a highly competitive industry, our Boyd Style of hospitality has come to define us in a most unique way.

Forging ahead in the coming years, we will remain focused on our three main goals: improving our operating performance, continuing to execute on our current growth strategy, and demonstrating our branding initiatives.

We remain confident in the strength of our Company to successfully meet whatever challenges lie ahead.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekend availability

Ability to commute/relocate:

• Vevay, IN 47043: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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