Front Desk Agent - FT

Hollywood Casino Columbus; Columbus (OH); On-site; USD 18,000 - 23,000; Full time

Job summary

Hollywood Casino Columbus is seeking a Front Office Associate to greet guests, handle check-in/out in the PMS, and answer inquiries about hotel amenities, local attractions, and events. You will coordinate with departments to ensure room readiness and a seamless guest experience.

The role requires minimum one year of customer service, strong communication, the ability to stay calm under pressure, and flexibility to work weekends and holidays; bilingual English/Spanish is a plus, and computer

Qualifications

• Must be at least 21 years old.
• Requires high school diploma or GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred; experience with property management systems a plus.
• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.

Responsibilities

• Greet guests promptly with a warm, professional demeanor and manage check-in/check-out in the PMS.
• Communicate clearly about hotel amenities, outlet hours, services, and local attractions.
• Answer phones promptly and respond to lobby inquiries with professionalism.
• Maintain front desk, lobby, and market area in a guest-ready condition.
• Protect guest information and handle payments and charges with care and PCI compliance.
• Coordinate with other departments to support room readiness and guest satisfaction.
• Respond to emergencies and safety incidents following procedures.

Skills

Customer service

Communication

Problem solving

Professionalism

Bilingual

Education

High school diploma/GED

Tools

Property management systems

Job description

WE LOVE OUR WORK.

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
• Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
• Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.
• Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.
• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
• Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
• Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

BRING US YOUR BEST.

• Must be at least 21 years of age.
• Requires high school diploma/GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred, experience with property management systems a plus.
• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.