Agent - Front Desk

Wind Creek Hospitality•Bethlehem, PA

About The Position

The Agent - Front Desk sells and assigns rooms, registers guests, prepares bills, receives cash and credit payments, and provides guest services in accordance with Wind Creek Bethlehem LLC policies and procedures. The role involves handling guest check-in and check-out, reservations, payments, and room-status coordination with other hotel departments. Agents must protect guest and hotel information, follow applicable gaming regulations and company safety and customer-service standards, and maintain a professional appearance. The position requires working varied shifts, including weekends and holidays, in a fast-paced environment that may involve prolonged standing and exposure to indoor, outdoor, and other environmental conditions.

Requirements

Must be at least 18 years old and provide proof of authorization or eligibility to work in the United States.
High school diploma or equivalent.
Ability to communicate effectively in English, orally and in writing.
Interpersonal skills and focused attention to guest needs, including the ability to deal effectively with business contacts.
Maintain a professional, neat, and well-groomed appearance in accordance with Wind Creek appearance standards.
Consistently adhere to Wind Creek Customer Service Standards.
Must be able to work varied shifts, including weekends and holidays.
At least six months of previous cash handling experience.
Experience using LMS and PC software, including MS Word and Excel, and basic typing skills.
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 and outdoors; and tolerate environmental factors such as CRT fatigue, noise, dust, and cigarette smoke.
Ability to work in a fast-paced, busy, somewhat stressful environment while maintaining physical stamina and a proper mental attitude, dealing effectively with guests, management, team members, and outside contacts, and meeting deadlines under pressure.
Ability to lift or carry at least 50 pounds unassisted when performing assigned tasks.
Ability to work with others, communicate well, receive direction, and review one's own work.
Maintain a positive attitude and interact with guests in a friendly and polite manner.
Ability to address stressful client situations with dignity, tact, and politeness.
Must be able to qualify for, apply for, and obtain a Pennsylvania Gaming Control Board license if required.

Nice To Haves

Hotel front desk experience preferred.
One year of continuous face-to-face guest service experience preferred.
Excellent guest service skills are strongly preferred.

Responsibilities

Arrive on time for shifts and wear the proper uniform.
Check guests in and out efficiently and courteously.
Maintain positive guest relations, resolve complaints, and support guest satisfaction.
Maintain confidentiality of guest information and pertinent hotel data.
Obtain the assigned bank and ensure contracted monies are accurate.
Take and properly record room reservations when required.
Coordinate with Housekeeping to accurately reflect clean and vacant rooms.
Communicate with Hotel Sales regarding group rooms and billing.
Coordinate with Room Service to ensure proper placement of in-room gifts.
Work with the Casino Marketing Department to confirm room status and address issues related to casino guests.
Use equipment, tools, and systems properly and comply with company safety standards.
Develop working knowledge of applicable Pennsylvania Gaming Control Board rules, regulations, and Internal Controls.
Understand and follow the Wind Creek Compulsive and Problem Gambling Plan, including rules prohibiting service to minors and intoxicated persons.
Provide superior service to internal and external customers in compliance with Wind Creek customer-service standards.
Follow departmental and property policies and procedures.
Perform other related duties as assigned.