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Front Desk Representative

3 months ago

Pittsburgh, Pennsylvania, United States Rivers Casino Full time
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.