Front Desk Representative

Summary: The Front Desk Representative is responsible for registration and check-out, assisting in reservation operations, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of personal experiences, and develop relationships with guests that will compel them to return. Responsibilities: * Greet guests warmly and provide a sincere welcome, ensuring positive and clear communication. * Engage with guests throughout their stay to ensure they feel valued and appreciated. * Review arrivals and block rooms based on VIPS, repeat guests, packages, and special requests. * Monitor room availability and manage the registration process, including key coding and promotion of marketing programs. * Verify and process credit card transactions, handle cash, make change, and balance assigned banks. * Close guest accounts at check-out, ensuring satisfaction * Answer phones with positive communication, input messages, retrieve mail and packages, and relay information to guests. * Stay informed about rates, packages, promotions, in-house groups, closed-out dates, and local attractions. * Maintain up-to-date knowledge of property amenities, special events, and local area attractions. * Act as a PBX/Reservations Representative, utilizing the switchboard phone system. * Deliver guest items as needed and communicate with other departments via telephone or radio. * Inform management of any suspicious activity and adhere to hotel emergency procedures. Qualifications: * High school diploma or equivalent. * Previous experience in a hotel or related field preferred. * Positive and upbeat personality with a commitment to delivering outstanding customer service. * Strong multitasking, detail-oriented, and problem-solving skills. * Ability to remain professional and handle stress in a high-pressure, fast-paced environment. * Ability to communicate in English verbally and in written format with Team members and guests * Ability to learn and retain knowledge of phone reservation systems. * Successful completion of the pre-employment process. * Flexibility to work flexible shifts, including weekends, holidays, and special events/promotions. Certifications: * Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license. Physical Requirements: * Prolonged periods of standing * Bending, stretching, twisting, reaching, push/pull up to 25 pounds frequently The above duties and responsibilities are representative. Full job descriptions are available upon hire.

Created: 2025-09-27