Front Office Agent

Gateway Casinos and Entertainment Limited; Rama; On-site; CAD 30,000 - 60,000; Part time

Job summary

An established industry player in gaming and entertainment is seeking a Front Office Agent to join their dynamic team. In this pivotal role, you will be the first point of contact for guests, ensuring a warm welcome and seamless registration process. Your exceptional customer service skills will shine as you assist guests throughout their stay, addressing inquiries and providing information about services and events. This part-time position offers a vibrant work atmosphere with opportunities for growth and development. If you are passionate about hospitality and thrive in a fast-paced environment, this role is perfect for you!

Qualifications

• Preferred front desk experience in a fully automated hospitality environment.
• Exceptional customer service and communication skills required.

Responsibilities

• Greet and register guests, providing excellent service throughout their stay.
• Handle guest requests and concerns professionally and promptly.
• Execute check-in and check-out transactions accurately.

Skills

Customer Service Skills

Communication Skills

Front Desk Experience

Upselling Skills

Education

Hotel and Hospitality Diploma

Tools

LMS

CRS

VISION

HotSOS

WEBWORKS

Job description

Job Type: Part-Time

Wages: Start Rate: $19.70; 520 Hours Rate: $22.17; 1 Year Rate: $24.63

Job Title/Classification:

Front Office Agent

Department:

Hotel Front Office

Employment Type:

Part-Time

Shift Assignment:

Swing, Thu/Fri OFF

# of Vacancies:

1

Posting Date:

March 12, 2025

IMPORTANT: Bargaining unit members will be considered first for this position. Successful applicant must possess the skill, ability and knowledge required to perform this position.

Who We Are

Gateway Casinos & Entertainment Limited (“Gateway”) is one of the largest and most diversified gaming and entertainment companies in Canada. Across its 27 gaming properties in British Columbia, Ontario and Edmonton, Alberta, Gateway currently employs approximately 8,648 people and boasts approximately 448 table games (including 49 poker tables), 13,887 slots, 85 restaurants and bars and 561 hotel rooms. Gateway is the service provider for the Central, Southwest and North gaming Bundles in Ontario, which includes 11 properties in their portfolio. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley’s Club. In 2017, Gateway celebrated 25 years in the business of gaming and entertainment in Canada. Further information is available at www.gatewaycasinos.com.

Why Work For Us

Gateway celebrates and empowers those employees who made it all possible. A career at Gateway means great people, a great atmosphere and career advancement opportunities across our locations. Our employees thrive with ongoing training and leadership programs for all while working in an engaging and fun environment. Join us today!

The Position

Front Office agents are responsible for greeting and registering the guests, providing Diamond Service from the time of registration and throughout the guests stay.

Key Responsibilities

• Represent as the first point of contact with guests; handle all stages of a guests stay.
• Complete all tasks outlined on the daily shift check lists.
• Provide retail quotes and confirm reservations; use upselling skills to promote property amenities and services.
• Respond to guest requests and concerns in a professional and timely manner; take responsibility for resolving issues on behalf of guests, coworkers and other departments.
• Execute Check In and Check Out transactions utilizing the property management system.
• Provide arriving guests with information regarding daily events and promote services and products.
• Maintain guest confidentiality; follow security and safety procedures at all times.
• Handle cash, credit card, pre-paid credit cards, gift cards and debit transactions accurately; report errors immediately to supervisors.
• Pre-register incoming bus groups and packages.
• Maintain a cash float in accordance with Standard Operating Procedures.
• Ensure accurate billing on all folios including complimentary billing, discounted rates and retail rates billing.
• Operate “At Your Service” tasks and responsibilities as set out by departmental standards.
• Assist guests with luggage storage as required.
• Keep work areas clean and free of safety hazards, debris and litter.
• Perform all job duties in a safe and responsible manner.
• Adhere to departmental quality standards.
• Perform other related and compatible duties as assigned.

What You’ll Require

• Front Desk experience in a fully automated hospitality environment is preferred.
• Exceptional customer service skills.
• Excellent communication skills including verbal, written, listening.
• Knowledge of LMS, CRS, VISION, HotSOS, and WEBWORKS are an asset.
• Hotel and Hospitality Diploma is preferred.
• Demonstrate a positive health and safety attitude to ensure Casino Rama continuously provides a safe entertainment destination for patrons and co-workers.

• All employees at Casino Rama are expected to:

• Comply with the duties of workers or supervisors, as prescribed by Section 27 or 28 of the Occupational Health and Safety Act.
• Comply with all applicable Casino Rama Occupational Health and Safety policies, procedures and protocols.
• Demonstrate a positive health and safety attitude to ensure Casino Rama continuously provides a safe entertainment destination for patrons and co-workers.

What Is Next

Love what you see so far? For the best chance to hear from us, apply within 7 days of the posting date. Not the right fit this time? Follow us on our careers social media pages!

**Gateway will post/recruit in accordance with the terms and conditions of applicable Collective Agreements.

Gateway is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.

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