Hotel Front Desk Representative

Churchill Downs Incorporated•Terre Haute, IN

About The Position

The Hotel Front Desk Representative, also referred to as the Welcome Desk Agent, accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, maintaining records of room availability and guest accounts, presenting statements and collecting payment from departing guests, making and confirming reservations, and answering PBX calls and directing callers to the appropriate extension. The position is full-time, pays $15.00 per hour, and requires availability to work evenings, weekends, holidays, and nights. The representative provides information about hotel services and activities connected with the hotel, casino, and entertainment complex. The role also coordinates with housekeeping, maintenance, and player services to support room readiness, guest amenities, and hosted guest room assignments. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Knowledge of principles and processes for providing customer service.
Ability to perform basic mathematics.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret written, oral, diagram, or schedule instructions.
Experience with Microsoft Office.
Ability to maintain high levels of confidentiality and integrity.
Ability to maintain interpersonal working relationships with team members and the public.
Excellent verbal and written communication skills.
Willingness to assume overall responsibility for the position's performance.
Detail-oriented, professional, organized, and effective at time management, with a customer-focused approach.
Availability to work evenings, weekends, holidays, and nights, and when needed.
Ability to obtain and maintain appropriate applicable licensing.

Responsibilities

Greet, register, and assign rooms to hotel guests.
Verify guest identification and establish how guests will pay for accommodations.
Issue room keys and relay instructions to guests.
Maintain computer records of room availability and guest accounts.
Compute bills and collect payments.
Make and confirm reservations.
Use the player CMP system to make Marketing offer reservations.
Answer PBX calls and route callers to the appropriate extension.
Answer inquiries about hotel services, shopping, dining, entertainment, and activities connected with the hotel, casino, or entertainment complex.
Notify housekeeping staff when rooms are vacated and ready for cleaning.
Coordinate with player services and housekeeping regarding amenities and room assignments for hosted guests.
Contact housekeeping or maintenance staff when guests report problems.
Perform simple bookkeeping activities, such as balancing cash accounts.
Perform other duties as assigned.