FRONT DESK AGENT

Position Overview:

The Front Desk Agent is responsible for providing hospitality through greeting and welcoming guests and assisting guests in a friendly and courteous manner while performing check in and checkout processes, ensuring superior service to all guests and patrons of the Hotel/Casino. All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Greets and welcomes guests in a friendly, courteous manner, assigns rooms and is responsible for the accurate check in and checkout processes for hotel guests.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Issues room keys to guests, ensuring all assigned rooms are clean and vacant. Communicates with Housekeeping / Property Operations to coordinate clean and vacant rooms or report any guest problems.
• Routinely describes hotel and room amenities and provides directions. Answers any guest inquiries appropriately; contacts others to obtain information when necessary.
• Maintains a cash bank and adheres to all revenue controls and procedures.
• Processes folios, posts charges and collects payments due. Reviews charges with guests. Receives cash, credit card and comps in payment. Contacts a supervisor for assistance in handling any folio disputes. Handles any pick up charges according to established policies and procedures. Obtains appropriate approval to assist guests requesting discretionary complimentaries for pick up charges.
• Makes hotel reservations for FIT or transient guests when the hotel is at a selling status.
• Records pertinent guest comments onto reservation. Reads and follows up on reservation comments.
• Works to resolve any guest concerns or issues in a courteous and efficient manner.
• Communicates any job/service related incidents to supervision in a timely manner. Provides written reports when necessary.
• Maintains knowledge of hotel, property, events and promotions to assist with guest inquiries.
• Ensures the timely delivery of all messages, mail and packages when necessary.
• Assists in other projects and handles job tasks as deemed appropriate.
• Attends meetings as necessary.
• Adheres to all policies, procedures and revenue controls.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.