Front Desk Representative

Rivers Casino Careers•Pittsburgh, PA

9d•Onsite

About The Position

The Front Desk Representative is responsible for greeting guests, managing registrations, promoting marketing programs, handling reservations, and ensuring guest satisfaction. This role requires excellent communication and problem-solving skills to address guest needs and resolve issues effectively. The representative will also manage various administrative tasks, including handling payments, keys, mail, and packages, and maintaining a thorough knowledge of hotel amenities and systems.

Requirements

High School diploma or equivalent required.
Experience in a hotel or a related field preferred.
Possess a positive and upbeat personality with a desire to deliver outstanding customer service.
Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve.
Must possess outstanding interpersonal communication skills (verbal and written).
Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
Must maintain a thorough knowledge and understanding of PMS, CRM and phone systems.
Must be able to remain in a stationary position for a majority of an entire shift.
Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 25lbs, twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, etc.) procedures.
Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
Must be able to successfully fulfill the pre-employment process.
Must be able to work flexible shifts and days, including weekends, holidays and special events/promotions.

Nice To Haves

Experience in a hotel or a related field preferred.

Responsibilities

Greet guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand requests, and respond with appropriate action and accurate information.
Engage with guests throughout their stay to ensure they feel welcome and appreciated.
Review arrivals and block rooms based on VIPS, repeat guests, packages, and special requests.
Monitor room availability throughout the day.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information.
Promote Hotel and Casino marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Verify and imprint credit cards for authorization.
Handle cash, make change, and balance an assigned bank.
Accept and record vouchers, travelers' checks, and other forms of payment.
Close guest accounts at time of check out and ascertain satisfaction.
Negotiate compromise, which may include authorizing revenue allowances, in the event of dissatisfaction.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications.
Field guest complaints, conduct research to develop effective solutions, and negotiate results.
Listen and extend assistance to resolve problems.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer and retrieve messages to communicate content to the guest.
Retrieve mail, small packages, and facsimiles for customers.
Be aware of all rates, packages, special promotions, in-house groups, and restricted dates.
Maintain up-to-date working knowledge of all property amenities, special events, and local attractions.
Obtain all necessary information when taking room reservations and follow all proper procedures.
Maintain thorough knowledge of various systems, including PMS, CRS, and telephone systems.
Make corrections and adjustments and handle computer problems.
Complete all items on the appropriate checklist by the end of shift.
Follow established key control policy.
Open, secure, and balance out daily shift bank.
Deliver guest items such as luggage, newspapers, messages, packages, or amenities as needed.
Ensure logging and delivery of packages, mail, and messages.
Communicate by telephone and/or radio with other departments.
Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
Inform management of all suspicious activity.
Perform any other job-related duties as assigned.