Front Desk Receptionist / Hotel Front Desk

Overview

Takes, records, and cancels reservations in the Hotel Information System. Provide five-star hotel-quality concierge services.

Qualifications

Must be 18 years of age or older

HS diploma or GED.

One or more years of appropriate experience; or equivalent combination of education and experience.

Union Referral

ADDITIONAL REQUIREMENTS

Ability to perform reaching, stooping and/or crouching motions repeatedly

Must be able to communicate verbally

Must be able to stand for extended periods of time

Must be able to lift 25 lbs.

Responsibilities

Be completely knowledgeable about all casino programs, promotions, activities, and functions.

Be knowledgeable of local current restaurants, spas, attractions and events (concerts, theater, sporting events, special events, and more).

Assist and coordinate with VIP Agent Functions (Check in, Checkout, Keys and Mail).

Take room reservations and room blocks.

Assist in training new guest service representatives as appropriate.

Log in particular types of calls as needed.

Support, maintain Horseshoe Casino’s courtesy guidelines and promote outstanding guest relations.

Responsible for reports including exceptions, reports, and regret logs.

Provide the guest with an experience that will always be remembered and with the highest level of responsiveness.

They provide personal services of the highest level that may include, but not limited to, restaurant reservations, recreation requests, floral orders, shoeshine, etc. They also can make available maps, literature, and other materials.

Ensure prompt and positive action on all guest complaints, questions, concerns and suggestions, as well as conduct quality assurance follow-up.

Arrange for, suggest, recommend, book, and confirm, deliverable services that may include, but not limited to, purchasing gifts, premium tickets, dry cleaning and other errands.

Project an approachable and professional image in personal appearance, manner, and demeanor.

Maintain a work environment of cleanliness and organization.

Acknowledge and greet all guests with utmost courtesy and urgency, moving out from behind the front desk to open doors and assist guests.

Listen and work with guests who present service opportunities or challenges. Attempt to resolve them and/or elevate and communicate them to a manager.

Maintain consistent presence at workstations.

When directed, participate in hotel functions.

Use professional telephone etiquette in handling internal and external guest requests. Use a work order system when necessary.

Assist with package and amenity deliveries. Log receipts of packages delivered to guests.

Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, anniversary and other special dates, restaurants, service providers, etc.).

Take same day reservations and, when necessary, future reservations following hotel rate structures and up-selling strategies.

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