Front Desk Representative Part-Time

Rivers Casino; Philadelphia (Philadelphia County); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading casino in Philadelphia seeks a front desk team member to provide exceptional customer service to guests. The role involves greeting guests, managing check-ins, resolving complaints, and ensuring a pleasant stay. Candidates should possess a high school diploma and have experience in customer service or hospitality, along with the ability to work flexible hours.

Qualifications

• Experience in a hotel or related field preferred.
• Ability to maintain professionalism under stress.
• Must be able to work flexible shifts, including nights and weekends.

Responsibilities

• Greet guests with a friendly welcome and provide information.
• Handle guest complaints and conduct research for solutions.
• Complete registration processes and manage room availability.

Skills

Customer Service

Problem Solving

Multitasking

Communication

Teamwork

Education

High School diploma or equivalent

Tools

PMS (Property Management System)

CRM (Customer Relationship Management)

Point of Sale System

Microsoft Office

Google Suite

Job description

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions:

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
• Engage with the guest throughout their stay to ensure they feel welcome and appreciated.
• Review arrivals and block rooms based on VIPS, repeat guests, packages, and any special requests.
• Monitor room availability throughout the day.
• Complete the registration process by inputting and retrieving information routinely from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel and Casino marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned bank. Accept and record vouchers, travelers' checks, and other forms of payment.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel and casino.
• Obtain all necessary information when taking room reservations and follow all proper procedures.
• Maintain thorough knowledge of various systems, not limited to PMS, CRS, telephone systems, etc.
• Make corrections and adjustments and handle all computer problems that might occur throughout their shift.
• Complete all items on the appropriate (AM, PM, Overnight) checklist by the end of shift.
• Follow established key control policy.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members. Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms
• Responsible for knowing hotel emergency procedures
• Performs any other job related duties as assigned

Qualifications:

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multitask, be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must maintain a thorough knowledge and understanding of PMS, CRM and phone systems.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, etc.) procedures Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Ability to communicate with Team members and guests
• Ability to be a TEAM player
• Must be able to work flexible shifts including nights, weekends, and holidays.

Physical and Mental Demands:

• Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms.
• Must occasionally move and lift up to 50 pounds.
• Able to work with others while maintaining a positive and courteous demeanor under occasional fast paced and noisy work conditions.
• Ability to successfully fulfill the pre-employment process
• Ability to obtain and maintain all necessary licensing

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.