Front Desk Representative

SummaryThe 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. ResponsibilitiesGreet 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 satisfactionAnswer 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. QualificationsHigh 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 guestsAbility 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. CertificationsMust 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 RequirementsProlonged periods of standingBending, stretching, twisting, reaching, push/pull up to 25 pounds frequentlyThe above duties and responsibilities are representative. Full job descriptions are available upon hire.