Front Desk Representative

Double Eagle Hotel and Casino Conference Center; Cripple Creek (CO); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

A premier hotel and casino in Colorado is seeking a reliable individual for a Front Desk position. This role involves delivering excellent customer service, managing guest inquiries, and performing clerical duties. Candidates should have strong communication skills and the ability to maintain effective working relationships. Responsibilities include greeting guests, handling reservations, and ensuring the lobby is well-maintained. The ideal candidate will thrive in a fast-paced environment while promoting a positive image of the establishment.

Qualifications

• Must possess a Colorado Division of Gaming License.
• Ability to develop and maintain effective working relationships.
• Experience in handling customer inquiries and reservations.

Responsibilities

• Greet guests and manage front desk operations.
• Handle phone calls and transfer to departments.
• Perform administrative and clerical tasks as needed.
• Maintain cleanliness in lobby and common areas.
• Manage guest accounts, ensuring accurate updates.

Skills

Customer service

Clerical skills

Basic mathematics

Microsoft Office

Education

High school diploma

Tools

Microsoft Word

CRM software

Job description

This position requires an honest, reliable, responsible, dependable, and ethical individual. Promoting a positive image and goodwill of the company in all customer service activities and possession of a Colorado Division of Gaming License. This job position sets and represents the Double Eagle Hotel and Casino's highest standard of customer service and requires direct contact with the public, while delivering superior guest service in accordance to department standards and policies and procedures. Front Desk employees are expected to develop and maintain effective working relationships and good customer service skills with all guest and co-workers at all times. Welcoming and accommodating both our new and established guests with casino, hotel and marketing inquiries in a polite and timely manner. Customer Service focused individuals with clerical and computer experience will thrive in this fast-paced, fun, friendly, yet professional environment with plenty of growth within the department and company.

Duties and Responsibilities

• Regular attendance to all scheduled shifts is considered an essential function of the job
• Maintain a positive and professional demeanor during all interactions with guest, fellow team members, and vendors
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, evaluation of customer satisfaction and sound decision making skills
• Receptionist duties such as administrative duties, clerical procedures, systems such as word processing, managing files and records, office procedures and terminology, transmit and receive messages using microphone, telephones or email to support daily operations
• Answering and transferring phone calls to appropriate departments
• Clean and maintain lobby and common areas
• Greeting new and established guests
• Be familiar with the property, amenities, and surrounding areas to answer inquiries pertaining to casino operations, restaurants, bars, hotel, marketing promotions, games, transportation, and local recommendations (shopping, dining, entertainment, events, etc.)
• Representative identifies, enrolls, and maintains new and existing guest membership accounts. Ensures all guests' information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences.
• Communicating of accurate information to club membership, concerning the rewards and use of their card.
• Perform bookkeeping activities using basic mathematics, such as balancing accounts and daily paperwork
• Make and confirm reservations using telephones or online sources
• Keep updated and accurate records of rooms availability, rates, locations and guests' accounts
• Assignment of rooms
• Issue room keys
• Request additional amenities for guests such as pillows, blankets, microwaves and refrigerators
• Deposit guests' valuables in hotel safes or safe-deposit boxes