Front Office Clerk - Night Audit

Bally’s Corporation; Lincoln (RI); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Competitive Salary

Health coverage

401(K) / Company Match

Perks and childcare discounts

Job summary

Bally's Lincoln Casino Resort is seeking a Front Desk Agent to assist guests with check-ins and check-outs, relay messages, handle complaints, and make reservations. Strong customer service, clear communication, and a professional appearance are essential for creating a positive first impression.

The role involves greeting guests, entering reservations, providing information about local area and property services, and collaborating with housekeeping and facilities when issues arise.

Qualifications

• High school diploma or GED.
• Must project a professional and positive image.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property, directions, hours, and venues.
• Relays guest requests to appropriate staff and enters messages into the PMS as requested.
• Answers calls promptly and follows department standards.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling requests and makes reservations.
• Maintains knowledge of promotions and events.

Skills

Customer service

Communication

Typing

Bilingual

Education

High school diploma or GED

Job description

Jump into the role

This position is responsible for checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. The Agent is often the first encounter a guest has with the hotel staff and is thus very influential in creating the first impression of the hotel. Looking for candidates with exceptional customer service and communication skills.

About the role

This position is responsible for checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. The Agent is often the first encounter a guest has with the hotel staff and is thus very influential in creating the first impression of the hotel. Looking for candidates with exceptional customer service and communication skills.

The Role:

This position is responsible for checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. The Agent is often the first encounter a guest has with the hotel staff and is thus very influential in creating the first impression of the hotel. Looking for candidates with exceptional customer service and communication skills.

Responsibilities:

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property – i.e., directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays "guest requests" to appropriate staff.
• Enters text messages for guests into the property's management system as requested, relay guest messages.
• Ensures calls are answered promptly and in accordance with department standards.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Makes and confirms reservations.
• Posts charges to guest folios.
• Assists guests in resolving complaints.
• Maintains a cash bank, cash checks, issue change.
• Receives cash, checks, and credit cards for payment of services.
• Processes complimentary transactions with supporting documentation.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance.
• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
• Maintains knowledge of current marketing promotions and events.
• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
• Other Duties & Responsibilities:
• Enters and delivers guest wake-up calls. Offers a follow-up wake-up call.Enters reservations via fax, email, and as per management.
• Disseminates information to guests about the property and local area.
• Sends and delivers guest faxes.
• Performs Concierge duties as required.
• Answers incoming phone calls, routing as needed.
• Processes reservation calls; checking availability; quoting rates; detailing property amenities; closing sales and entering reservations into the property management system.
• Maintains knowledge of property information & memorabilia.

Qualifications:

• High school diploma or GED
• Must project a professional and positive image.
• High energy level.
• Proficiency in typing.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Must project a professional and positive image.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast-paced work environment.
• Must be able to stand for long periods of time.
• Basic reading and math skills.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all employees and guests.
• Ability to understand and promulgate written memos, instructions, regulations.
• Bilingual is a plus.

License Requirements:

Must secure appropriate RI mandated gaming licenses

Physical/Mental Requirements:

• Constantly use physical movements necessary for general office duties: standing, walking, balancing, eye-hand coordination, finger dexterity, handling, wrist motion, sitting, reaching, carrying, vision, hearing, stooping, and twisting
• Constantly plan, follow directions, read, write, use math, discriminate colors, work at various tempos or work rapidly, concentrate, remember, attention to and observe details, use of ten key and personal computer
• Constantly use mental alertness to achieve high level of accuracy in completing tasks
• Ability to maintain confidential information

Working Conditions:

• Mostly indoors and generally climate-controlled environment
• Will be exposed to noise, smoke, and odors
• Working with others and independently

What’s in it for you:

• Competitive Salary with annual performance reviews
• Comprehensive health coverage plan that includes medical, dental, and vision
• 401(K)/ Company Match
• Access Perks and Childcare discounts

Target Hourly Range: ($21.60)

Bally's Lincoln Casino Resort: About | LinkedIn

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About Bally's

We're Bally's, and we've always been born to entertain.

Since the Ballyverse began way back in 1932, we've been creating engaging experiences everywhere, in a way that's accessible for everyone. Across Casinos & Resorts, Interactive, and Corporate, from the gaming floor to peoples' phones, we bring the thrill wherever our customers want to play.

But none of it would be possible without our people. Our team of 11,500 diverse minds who love what they do, celebrate each other's wins, and find fun in creating moments that matter. Whether you're energized by guest connection, technical innovation, or both, there's a place for you at Bally's.