Front Desk Agent

Description

Position Purpose

The primary responsibility of the Agent - Front Desk is to sell and assign rooms, register guests, render bills, receive cash and credit payments while providing unmatched guest services. All duties are to be performed in accordance with departmental and the Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

Position Responsibilities

• Arrives for shift on time and in proper uniform.
• Check guest in and out, in a fast, efficient and friendly matter.
• Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
• Maintains confidentiality of guest information and pertinent hotel data.
• Obtains assigned bank and ensures accuracy of contracted monies.
• Take and properly record guest room reservations when required.
• Communicate with Housekeeping to accurately reflect clean/vacant rooms.
• Communicate with Hotel Sales with regard to group rooms and billing.
• Work with Room Service to insure proper placement of in-room gifts.
• Work with Casino Marketing Department to confirm room status and with any issues related to casino guests.
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards.
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position.
• Read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Provide superior customer service to all internal and external customers in compliance with the Wind Creek customer service standards.
• Adhere to and complies with both departmental and overall property policies and procedures.
• Perform any other related duties as assigned.

Minimum Employment Requirements

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements 

• Hotel front desk experience preferred.
• Minimum 6 months previous cash handing experience required.
• One (1) year continuous face-to-face guest service experience is preferred.
• Previous experience with LMS and PC software (MS Word, Excel) and basic typing skills.
• Excellent guest service skills are strongly preferred.
• Must be able to communicate effectively in English, both oral and written.
• Ability to follow directions with minimal supervision.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 50 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.