Front Desk Agent - FT

...

Hollywood Casino at Columbus

Hollywood Casino Columbus

<h3>COME JOIN THE FUN AT</h3> <span style="font-size: 40px;">HOLLYWOOD CASINO COLUMBUS</span> <h5>A PENN ENTERTAINMENT PROPERTY</h5>

keywords: summary,safety,procedure,finance,customer service,compliance,performance,qualifications,skills

Regular Full-Time

Overview: 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.
Responsibilities: <ul> <li>Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.</li> <li>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.</li> <li>Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.</li> <li>Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.</li> <li>Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.</li> <li>Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.</li> <li>Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.</li> <li>Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.</li> <li>Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.</li> <li>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.</li> <li>Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.</li> <li>Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.</li> <li>Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.</li> <li>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.</li> <li>Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.</li> <li>Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.</li> <li>Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.</li> <li>Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.</li> </ul>
Requirements: <ul> <li>Must be at least 21 years of age.</li> <li>Requires high school diploma/GED.</li> <li>Minimum one year of customer service experience; hotel experience strongly preferred.</li> <li>Ability to communicate clearly and professionally with guests, management, and team members.</li> <li>Strong interpersonal, problem-solving, and guest service skills.</li> <li>Ability to work effectively under pressure, always remaining calm and courteous.</li> <li>Ability to stand for extended periods and manage paperwork efficiently.</li> <li>Computer proficiency preferred, experience with property management systems a plus.</li> <li>Bilingual English/Spanish skills preferred.</li> <li>Knowledge of local attractions, entertainment, and dining options preferred.</li> <li>Availability to work a flexible schedule including weekends, holidays, and varied shifts.</li> </ul>