Guest Experience Agent — Front Desk

Argosy Casino Hotel & Spa Riverside; Riverside (MO); On-site; USD 18,000 - 26,000; Full time

Job summary

PENN Entertainment Riverside is hiring for a hotel front desk role. Greet, register, and assist guests, manage room assignments, and handle payments with accuracy in a fast-paced setting.

You will use hotel computer systems, balance ledgers, and resolve guest questions while maintaining guest satisfaction and brand standards. This position requires clear English communication and a customer-first mindset.

Qualifications

• High school diploma or equivalent.
• Minimum six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to effectively communicate with correct English grammar skills including verbal and written communications.
• Must build and maintain excellent rapport with internal and external customers, team members, community, media, and shareholders.

Responsibilities

• Greet, register, and assign rooms to guests of the hotel.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests' accounts using hotel computer systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Review accounts and charges with guests during the check out process.
• Post charges, such as those for rooms, valet, laundry, food, liquor, or telephone calls, to ledgers by using hotel computer systems.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Review information / pass on log from previous shift, check room rates and discusses sell strategy with Supervisor.
• Place Service Assurance Call to all guests within 30 minutes of arrival.
• Review and become familiar with ViP’s and group folders, verifying proper blocking arrangements.
• Follow and complete items on Guest Services AM/PM checklist.
• Greet and assist guests with luggage, to and from vehicles as well as to and from hotel rooms.
• When assisting guests to room, inform guest of the hotel’s facilities and hours of operation.
• Greet and assist all guests entering or leaving the hotel.
• Must be able to lift and transport luggage using correct and safe baggage handling procedures and a bell cart when necessary.
• Uses proper cart handling techniques when using a bell cart.
• Issue luggage claim tag and store luggage in bell closet when necessary.
• Ensure timely and efficient delivery of guest messages, mail, and faxes.
• Respond to guest inquiries and direct guests around the hotel.
• Explain proper use of keys system and insures the guests satisfaction with their room.
• Accurately give directions, information, and recommendations.
• Audit current registration cards to computerized information.
• Correct errors and discrepancies on guest accounts and resolve guest complaints.

Skills

Customer service

Communication skills

English proficiency

Education

High school diploma or equivalent

Job description

PENN Entertainment Riverside is hiring for a hotel front desk role. Greet, register, and assist guests, manage room assignments, and handle payments with accuracy in a fast-paced setting.

You will use hotel computer systems, balance ledgers, and resolve guest questions while maintaining guest satisfaction and brand standards. This position requires clear English communication and a customer-first mindset.