Guest Services Coordinator

2 weeks ago


Bethlehem, Pennsylvania, United States windcreek Full time

Front Desk Agent

Location: Bethlehem, PA

The primary duty of the Front Desk Agent is to manage room assignments, register guests, process payments, and deliver exceptional guest experiences. All responsibilities must align with departmental and Wind Creek Bethlehem policies, practices, and procedures.

KEY RESPONSIBILITIES:

  1. Punctually arrive for shifts in appropriate attire.
  2. Efficiently check guests in and out, ensuring a friendly atmosphere.
  3. Maintain positive relations with guests, addressing complaints and ensuring satisfaction.
  4. Safeguard guest information and relevant hotel data.
  5. Accurately manage assigned cash bank and ensure correct handling of funds.
  6. Record guest room reservations accurately when necessary.
  7. Coordinate with Housekeeping to reflect the status of clean and vacant rooms.
  8. Collaborate with Hotel Sales regarding group bookings and billing matters.
  9. Coordinate with Room Service for proper placement of in-room amenities.
  10. Engage with the Casino Marketing Department to confirm room statuses and address issues related to casino guests.
  11. Utilize equipment and systems effectively while adhering to safety standards.
  12. Develop an understanding of applicable PGCB rules, regulations, and Internal Controls relevant to the role.
  13. Comprehend the Wind Creek Bethlehem Compulsive and Problem Gambling Plan to conduct business appropriately.
  14. Deliver superior customer service to all internal and external clients, adhering to Wind Creek Bethlehem service standards.
  15. Follow departmental and overall property policies and procedures consistently.
  16. Perform any additional related duties as assigned.

MINIMUM EMPLOYMENT REQUIREMENTS:

  1. Must be at least 18 years old and authorized to work in the United States.
  2. High School diploma or equivalent is required.
  3. Effective communication skills in English, both verbal and written.
  4. Strong interpersonal skills with a focus on guest needs.
  5. Maintain a professional appearance in line with Wind Creek Bethlehem standards.
  6. Consistent adherence to Wind Creek Bethlehem Customer Service Standards.
  7. Availability to work varied shifts, including weekends and holidays.

SPECIFIC POSITION REQUIREMENTS:

  1. Preferred experience in hotel front desk operations.
  2. Minimum of 6 months cash handling experience is required.
  3. One year of continuous face-to-face guest service experience is preferred.
  4. Familiarity with LMS and PC software (MS Word, Excel) along with basic typing skills.
  5. Excellent guest service skills are highly desirable.
  6. Ability to communicate effectively in English, both orally and in writing.
  7. Capability to follow directions with minimal supervision.
  8. Physical ability to access all areas of the property.
  9. Ability to endure prolonged standing, stretching, bending, and kneeling without restriction.
  10. Ability to work in a fast-paced, busy environment while maintaining composure under pressure.
  11. Ability to lift or carry a minimum of 50 pounds unassisted as required.
  12. Ability to collaborate with others, communicate effectively, and review work.
  13. Maintain a positive attitude and interact with guests in a courteous manner.
  14. Ability to handle stressful situations with clients tactfully and politely.
  15. Must qualify for and obtain a Pennsylvania Gaming Control Board license if required.


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