Front Desk Agent - PT

Hollywood Casino at Columbus•Columbus, OH

About The Position

The Front Desk Agent welcomes guests and supports their stay by providing professional, accurate service at arrival, departure, and throughout their visit. The role communicates information about hotel amenities, services, local attractions, transportation, and events; handles guest questions and concerns; coordinates special requests; and works with other departments to support room readiness and guest satisfaction. The position performs front-office and overnight operational duties, including processing check-ins and check-outs in the property management system (PMS), managing room assignments and pre-arrival requests, maintaining accurate guest and payment records, handling cash and keys, preparing reports, and reconciling front-office postings. It may include closing the business day and completing nightly processing. The agent also monitors hotel activity and public areas, responds to emergencies, safeguards confidential information, and maintains a clean, organized, guest-ready front office, lobby, and market area.

Requirements

Must be at least 21 years of age.
High school diploma or GED required.
At least one year of customer service experience.
Ability to communicate clearly and professionally with guests, management, and team members.
Strong interpersonal, problem-solving, and guest service skills.
Ability to work effectively under pressure while remaining calm and courteous.
Ability to stand for extended periods and manage paperwork efficiently.
Availability to work a flexible schedule, including weekends, holidays, and varied shifts.

Nice To Haves

Hotel experience is strongly preferred.
Computer proficiency is preferred; experience with property management systems is a plus.
Bilingual English/Spanish skills are preferred.
Knowledge of local attractions, entertainment, and dining options is preferred.

Responsibilities

Welcome guests promptly with a warm, professional, and welcoming demeanor.
Communicate information about hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
Answer phones and respond professionally to lobby activity, guest inquiries, and internal requests.
Complete guest check-in and check-out in the PMS, confirming identity, payment method, room rate, preferences, room assignments, and electronic key access.
Prepare and send pre-arrival communications, pre-block room requests, resolve room discrepancies, and assign rooms based on guest needs and availability.
Handle guest concerns, complaints, and service recovery; resolve issues within approved guidelines and escalate when appropriate.
Coordinate guest requests such as luggage assistance, dining reservations, transportation arrangements, and local recommendations.
Partner with other departments to support room readiness, personalized service, and guest satisfaction.
Maintain accurate PMS records by posting charges, collecting payments, verifying credit authorizations, entering messages, and confidentially distributing guest mail and packages.
Balance the assigned house cash bank and follow cash-handling procedures, financial controls, PCI compliance, and key-control requirements.
Generate, review, and distribute required reports; maintain accurate logs and documentation; and follow through on open items.
Keep the front office, lobby, and market area clean, organized, stocked, and guest-ready; report maintenance and ordering needs.
Protect guest information and sensitive data and follow privacy, safety, emergency, appearance, and operational standards.
Monitor overnight hotel activity, conduct property walks, and observe entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
Balance and reconcile Front Office postings, verify daily charges, adjustments, allowances, packages, and taxes, and correct or report discrepancies.
Close the business day in the PMS when applicable, complete nightly processing, prepare and distribute audit and operational reports, and maintain accurate logs and documentation.
Support Finance and internal audit requests by providing documentation and reports and making follow-up corrections as needed.
Respond calmly and effectively to emergencies, alarms, and safety incidents in accordance with hotel emergency and security procedures.
Maintain proper key control, protect guest and company confidentiality, and safeguard sensitive information and access devices.
Follow company policies and conduct standards, demonstrate reliability, professionalism, and flexibility, and perform additional job-related duties as assigned.