Front Desk Representative

Summary

The Front Desk Representative is responsible for registration and check-out, assisting in reservation operations, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of personal experiences, and develop relationships with guests that will compel them to return.

Responsibilities

• Greet guests warmly and provide a sincere welcome, ensuring positive and clear communication.
• Engage with guests throughout their stay to ensure they feel valued and appreciated.
• Review arrivals and block rooms based on VIPS, repeat guests, packages, and special requests.
• Monitor room availability and manage the registration process, including key coding and promotion of marketing programs.
• Verify and process credit card transactions, handle cash, make change, and balance assigned banks.
• Close guest accounts at check-out, ensuring satisfaction
• Answer phones with positive communication, input messages, retrieve mail and packages, and relay information to guests.
• Stay informed about rates, packages, promotions, in-house groups, closed-out dates, and local attractions.
• Maintain up-to-date knowledge of property amenities, special events, and local area attractions.
• Act as a PBX/Reservations Representative, utilizing the switchboard phone system.
• Deliver guest items as needed and communicate with other departments via telephone or radio.
• Inform management of any suspicious activity and adhere to hotel emergency procedures.
  
  

Qualifications

• High school diploma or equivalent.
• Previous experience in a hotel or related field preferred.
• Positive and upbeat personality with a commitment to delivering outstanding customer service.
• Strong multitasking, detail-oriented, and problem-solving skills.
• Ability to remain professional and handle stress in a high-pressure, fast-paced environment.
• Ability to communicate in English verbally and in written format with Team members and guests
• Ability to learn and retain knowledge of phone reservation systems.
• Successful completion of the pre-employment process.
• Flexibility to work flexible shifts, including weekends, holidays, and special events/promotions.
  
  

Certifications

• Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license.
  
  

Physical Requirements

• Prolonged periods of standing
• Bending, stretching, twisting, reaching, push/pull up to 25 pounds frequently
  
  

The above duties and responsibilities are representative. Full job descriptions are available upon hire.