Front Desk Representative - Front Office - Full Time

About the role

The Front Desk Representative represents the first point of contact with guests and handles all stages of a guest's stay.

Responsibilities

• Adhere to established company and departmental procedures, guidelines, and policies at all times
• Foster and promote a cooperative and harmonious work environment
• Promote positive customer relations by providing prompt, courteous, and efficient service
• Register customers into the hotel and check them out at the end of their stay, including processing payments and ensuring guest satisfaction
• Maintain cash bank securely and accurately, prepare daily deposit of funds in hotel bank, and ensure immediate posting of cash payments; provide HMS-generated cash receipts for customer records
• Make necessary luggage arrangements according to hotel procedures
• Responsible for customer check-out and accept payment for settlement of all charges in compliance with hotel procedure
• Assist with checking rooms to verify the status of hotel reservations
• Respond to customer inquiries regarding hotel services, room rates, entertainment schedules, and restaurants
• Inform hotel customers about property amenities, services, and events
• Ensure the front desk area is clean, organized, and stocked with necessary supplies
• Maintain accurate records of reservations, guest information, and transactions
• Resolve guest issues efficiently, escalating to management when necessary
• Address guest inquiries, requests, and complaints promptly and professionally
• Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice
• Knowledge of all outlets and their hours of operation
• Other duties as defined by the management team

Essential Functions

• Aptitude in resolving issues with a customer-focused orientation
• Always promotes positive public/employee relations
• Exposure to casino-related environmental factors including but not limited to secondhand smoke, excessive noise, and stress relating to servicing customers in a high-pressure and fast-paced environment
• Must be able to stand for an entire shift and move throughout the Casino/Hotel areas
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours
• Problem-solving and conflict-resolution abilities
• Friendly, outgoing, and approachable personality

Requirements

• High School Diploma or Equivalent is required
• Prior cash handling and customer service experience is preferred
• Computer-related experience desired, including LMS and ACSC
• Ability to effectively communicate in English

Benefits

• Free meal on shift
• Training and Development
• Health Care Plan (Medical, Dental, and Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary, and AD&D)
• Paid Time Off

Pay

$17.50/hour