Agent - Front Desk

Wind Creek Hospitality; Bethlehem (Northampton County); In loco; USD 30.000 - 42.000; Tempo pieno

Descrizione del lavoro

Wind Creek Bethlehem is seeking a Front Desk Agent to warmly and efficiently check guests in and out, handle reservations, and process payments while upholding Wind Creek customer service standards.

Responsibilities include maintaining guest relations, resolving complaints, coordinating with Housekeeping and Sales, and ensuring confidentiality of guest data. The role requires adherence to safety standards and eligibility for a Pennsylvania Gaming Control Board license if required.

Competenze

• Minimum 18 years of age with legal authorization to work in the United States.
• High School diploma or equivalent.
• Effective communication in English, both oral and written.
• Interpersonal skills with focus on guest needs; positive, upbeat demeanor.
• Professional appearance and adherence to Wind Creek standards.
• Ability to work varied shifts, including weekends and holidays.

Mansioni

• Check guests in/out quickly, efficiently and warmly.
• Register guests, render bills and process payments.
• Maintain guest relations and resolve complaints to ensure satisfaction.
• Maintain confidentiality of guest information and hotel data.
• Coordinate with Housekeeping, Sales and Marketing for room status and group bookings.
• Follow safety standards and Wind Creek policies; comply with PGCB regulations.

Conoscenze

Customer service

Communication

Cash handling

English proficiency

Teamwork

Formazione

High school diploma or equivalent

Strumenti

MS Word

MS Excel

Descrizione del lavoro

POSITION PURPOSE:

The primary responsibility of the Agent - Front Desk is to sell and assign rooms, register guests, render bills, receive cash and credit payments while providing unmatched guest services. All duties are to be performed in accordance with departmental and the Wind Creek Bethlehem LLC ("Wind Creek") policies, practices, and procedures.

POSITION RESPONSIBILITIES:

• Arrives for shift on time and in proper uniform.
• Check guest in and out, in a fast, efficient and friendly matter.
• Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
• Maintains confidentiality of guest information and pertinent hotel data.
• Obtains assigned bank and ensures accuracy of contracted monies.
• Take and properly record guest room reservations when required.
• Communicate with Housekeeping to accurately reflect clean/vacant rooms.
• Communicate with Hotel Sales with regard to group rooms and billing.
• Work with Room Service to insure proper placement of in-room gifts.
• Work with Casino Marketing Department to confirm room status and with any issues related to casino guests.
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards.
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position.
• Read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Provide superior customer service to all internal and external customers in compliance with the Wind Creek customer service standards.
• Adhere to and complies with both departmental and overall property policies and procedures.
• Perform any other related duties as assigned.

Minimum Employment Requirements

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements:

• Hotel front desk experience preferred.
• Minimum 6 months previous cash handing experience required.
• One (1) year continuous face-to-face guest service experience is preferred.
• Previous experience with LMS and PC software (MS Word, Excel) and basic typing skills.
• Excellent guest service skills are strongly preferred.
• Must be able to communicate effectively in English, both oral and written.
• Ability to follow directions with minimal supervision.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 50 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.