Hotel Front Desk/Reservations

Winnavegas Casino Resort; Sloan Township (IA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Company parties

Dental insurance

Employee discounts

Health insurance

Help or transport service

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Job summary

Winnavegas Casino Resort in Sloan Township, IA, seeks a Front Desk Guest Services Agent to welcome guests, register arrivals, issue keys, and manage reservations. You will answer calls, handle wake-up calls, and assist with directions and services, contributing to a smooth hotel experience.

The role emphasizes accurate billing, guest relations, and teamwork across departments to maintain high satisfaction and security standards. Evening and weekend shifts may apply.

Qualifications

• Must have strong customer service and communication skills.
• Two years of customer service experience required; hotel front desk preferred.
• General knowledge of computers and software; ability to learn hotel systems.

Responsibilities

• Greets, registers, and assigns rooms to guests.
• Issues room keys to guests.
• Responsible for proper key control and other security measures.
• Answers telephone professionally.
• Transmits and receives telephone messages and sets up guests’ wake-up calls.
• Date stamps, sorts, and racks incoming mail and messages.
• Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Keeps records of room availability and guests’ accounts; operates front office computer system; makes photocopies if needed.
• Computes bills, collects payments, and makes change for guests.
• Makes and confirms reservations.
• Posts charges to guest folio (room, food, liquor, or telephone).
• Checks out guests and inquires about their stay.
• Promotes and supports WinnaVegas Casino/Resort initiatives.
• Actively builds awareness of the Casino/Resort to guests.
• Provides high-quality guest relations; receives and resolves guest complaints per policy.
• Maintains quality assurance ratings from guest comment cards, audits, and inspections.
• Confers with other departments to coordinate activities.
• Works toward a 90% walk-in conversion rate goal.
• Ensures compliance with all company policies and procedures.
• Adheres to safety procedures and informs management of unsafe conditions.
• Attends meetings and training as requested.
• Follows Winnebago Gaming Compact and Winnebago Tribal Gaming Code.

Skills

Customer service

Interpersonal skills

Front desk experience

Computer literacy

Education

High school diploma or GED

Job description

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Dental insurance
• Employee discounts
• Health insurance
• Help or transport service
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

JOB SUMMARY:

Responsible for providing outstanding guest service to WinnaVegas customers. Performs a variety of guest services functions including duties related to telephone, internet, key control, ensuring high-quality guest relations.

JOB DUTIES:

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

• 1. Greets, registers, and assigns rooms to guests.
• 2. Issues room keys to guests.
• 3. Responsible for proper key control and other security measures.
• 4. Answers telephone professionally.
• 5. Transmits and receives telephone messages and sets up guests’ wake-up calls.
• 6. Date stamps, sorts, and racks incoming mail and messages.
• 7. Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• 8. Keep records of room availability and guests’ accounts. Operates the front office computer system. Makes photocopies, if needed.
• 9. Computes bill, collects payment, and makes change for guests.
• 10. Makes and confirms reservations.
• 11. Posts charges such as room, food, liquor, or telephone, to guest folio.
• 12. Checks out guests and inquiries about their stay.
• 13. Promotes and supports WinnaVegas Casino/Resort initiatives.
• 14. Actively builds awareness of the Casino/Resort to guests.
• 15. Provides and ensures high-quality guest relations. Receives and resolves guest complaints in a manner consistent with Company policy. Makes Hotel Manager aware of any guest complaints.
• 16. Maintains the highest levels of quality assurance ratings, including guest comment cards, accounting audit, and inspection scores.
• 17. Confers and cooperates with other departments as needed to ensure coordination of activities.
• 18. Works toward a 90% walk-in conversion rate goal.
• 19. Ensures compliance of all company policies and procedures.
• 20. Adheres to all safety procedures and informs management of any unsafe conditions.
• 21. Attends meetings and training as requested.
• 22. Read, understand and adhere to the Winnebago Gaming Compact and Winnebago Tribal Gaming Code, Rules and Regulations 23. Perform all other job related duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS

Minimum Qualifications:

Must have a high school diploma or G.E.D. Two years customer service experience required with hotel front desk experience preferred. Must have general knowledge of computers as well as excellent interpersonal and communications skills. No theft or stealing convictions. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, as well as obtain and maintain a gaming license.

Physical Demands:

While performing the duties of this job, the employee regularly is required to stand for extended periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment:

Work is generally performed in the Resort hotel(s) area with exposure to heat, cold, and Casino setting with exposure to secondhand smoke and a high noise level. Evening, graveyard, holiday and/or weekend work are required. Extended hours and irregular shifts may be required.