Front Desk Representative - Front Office - Full Time
About The Position
The Front Desk Representative is the first point of contact for hotel guests and handles all stages of a guest’s stay. The role provides prompt, courteous, and efficient service, supports positive customer relations, and follows company and departmental procedures. The representative registers guests, processes payments and checkouts, responds to inquiries, maintains accurate records, and helps resolve guest concerns. The position involves working in a fast-paced casino and hotel environment and requires standing for an entire shift, moving throughout casino and hotel areas, and working weekends, holidays, flexible shifts, and unusual hours.
Requirements
- High school diploma or equivalent.
- Ability to communicate effectively in English.
- Ability to stand for an entire shift and move throughout casino and hotel areas.
- Ability to work holidays and weekends, as well as flexible shifts and unusual hours.
- Aptitude for resolving issues with a customer-focused orientation.
- Problem-solving and conflict-resolution abilities.
- Friendly, outgoing, and approachable personality.
Nice To Haves
- Prior cash-handling and customer-service experience is preferred.
- Computer-related experience is desired, including LMS and ACSC.
Responsibilities
- Follow established company and departmental procedures, guidelines, and policies.
- Promote a cooperative and harmonious work environment and positive customer relations.
- Register hotel guests and complete checkout, including processing payments and ensuring guest satisfaction.
- Maintain the cash bank securely and accurately, prepare daily deposits, post cash payments promptly, and provide HMS-generated cash receipts.
- Arrange luggage according to hotel procedures.
- Accept payment to settle guest charges in compliance with hotel procedures.
- Assist with checking rooms to verify hotel reservation status.
- Respond to inquiries about hotel services, room rates, entertainment schedules, and restaurants.
- Inform guests about property amenities, services, and events.
- Keep the front desk clean, organized, and stocked with necessary supplies.
- Maintain accurate reservation, guest, and transaction records.
- Resolve guest issues efficiently and escalate them to management when necessary.
- Address guest inquiries, requests, and complaints promptly and professionally.
- Greet guests immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
- Maintain knowledge of all outlets and their hours of operation.
- Perform other duties as defined by the management team.
Benefits
- Free meal on shift
- Training and development
- Medical, dental, and vision health care plan
- 401(k) retirement plan
- Basic and voluntary life insurance and AD&D
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
