Front Desk Representative - Front Office - Full Time

Ocean Casino Resort•Atlantic City, NJ

10d

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; promotes positive customer relations; and helps maintain a cooperative and harmonious work environment. The representative registers guests, handles check-in and checkout, processes payments, answers questions about hotel services and amenities, and works to resolve guest issues professionally. The position requires standing for an entire shift and moving throughout the Casino/Hotel areas. Work may involve exposure to secondhand smoke, excessive noise, and the stress of servicing customers in a high-pressure, fast-paced environment. The representative must be able to work weekends and holidays, as well as flexible shifts and/or unusual hours.

Requirements

High school diploma or equivalent required.
Ability to communicate effectively in English.
Ability to stand for an entire shift and move throughout the Casino/Hotel areas.
Ability to work holidays and weekends, as well as flexible shifts and/or unusual hours.
Aptitude for resolving issues with a customer-focused orientation.
Problem-solving and conflict-resolution abilities.
Friendly, outgoing, and approachable personality.
Promote positive public and employee relations.
Exposure to casino-related environmental factors, including secondhand smoke, excessive noise, and stress in a high-pressure, fast-paced customer-service environment.

Nice To Haves

Prior cash-handling and customer-service experience preferred.
Computer-related experience desired, including LMS and ACSC.

Responsibilities

Follow established company and departmental procedures, guidelines, and policies.
Foster and promote a cooperative and harmonious work environment.
Provide prompt, courteous, and efficient service to promote positive customer relations.
Register hotel guests, check them out at the end of their stays, process payments, and ensure guest satisfaction.
Maintain the cash bank securely and accurately; prepare the daily deposit of funds in the hotel bank; post cash payments promptly; and provide HMS-generated cash receipts for customer records.
Make luggage arrangements according to hotel procedures.
Accept payment to settle all charges at checkout 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 hotel guests about property amenities, services, and events.
Keep the front desk area clean, organized, and stocked with necessary supplies.
Maintain accurate records of reservations, guest information, and transactions.
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.