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Front Desk Agent

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  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail

Requirements

  • High School Diploma or equivalent preferred; college degree preferred.
  • Two (2) years of experience in Hospitality industry in a supervisory capacity required.
  • Knowledge of casino/hotel industry strongly preferred.
  • Must have excellent customer service and interpersonal skills.
  • Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
  • Ability to maintain a high level of confidentiality and professionalism.
  • Must have excellent written and verbal communication skills; must be fluent and literate in English.
  • Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
  • Must have strong organizational and time management skills.
  • Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
  • Must be able to work a flexible schedule including overnight, weekends, holidays, and fluctuating days off.

Responsibilities

  • Adheres to all departmental and property policies and procedures regarding guest service standards.
  • Responsible for Front Desk operations, including overseeing Front Desk Agents, Telecommunications, and Bell staff in the performance of their duties.
  • Provides direction and support for all team members in order to achieve departmental goals and objectives.
  • Ensures all Front Desk team members receive proper training with emphasis on detail, in order to provide service levels consistent with company standards.
  • Oversees customer check-in/check-out.
  • Conducts all cash handling in accordance with established policy and monitors variances daily.
  • Monitors telephone communication via call monitoring system.
  • Authorized to verify pre-approved room comping levels and authorized to correct information as necessary.
  • Processes discrepancy reports, rate variations, and Credit reports.
  • Works with Housekeeping and Casino Marketing to ensure timely guest check-in and maximum occupancy.
  • Coordinates ViP arrivals and ensures all arrangements have been confirmed prior to arrival.
  • Ensures all eligible card holders are pre-registered, and room is checked prior to arrival.
  • Monitors volume to ensure fast, friendly, and efficient service.
  • Ensures that guest problems/complaints are managed in an effective, courteous manner.
  • Performs the night Audit for date roll.
  • Maintains knowledge of hotel, community, and special events in order to accurately provide guests with needed information.
  • Performs duties of Front Desk Agents and other Front Desk and Services team members as needed.
  • Performs all other related and compatible duties as assigned.
  • Maintains strict confidentiality in all company matters.

FAQs

What is the starting salary for the Front Desk Agent position?

The starting salary for the Front Desk Agent position is $16.00 per hour.

What are the required qualifications for this position?

A high school diploma or equivalent is preferred, with a college degree also preferred. Two years of experience in the hospitality industry in a supervisory capacity is required.

Is there any training provided for new employees?

Yes, all Front Desk team members receive proper training with an emphasis on detail to ensure service levels consistent with company standards.

What type of schedule is expected for this position?

The Front Desk Agent must have open availability and be able to work a flexible schedule that includes overnight shifts, weekends, holidays, and fluctuating days off.

What benefits are offered to employees on Day 1?

Employees receive medical, dental, and vision benefits starting on Day 1, along with other perks such as an Uber benefit for nearby metro stops and recognition programs.

Is customer service experience necessary for this role?

Yes, excellent customer service and interpersonal skills are required for the Front Desk Agent position.

Are there advancement opportunities within the company?

Yes, PENN Entertainment offers career opportunities and advancement programs for its employees.

What are the responsibilities of the Front Desk Agent?

Responsibilities include overseeing Front Desk operations, providing direction and support to team members, ensuring proper training, managing guest check-ins/check-outs, and handling customer complaints among other duties.

Do I need knowledge of the casino or hotel industry to apply?

While not mandatory, knowledge of the casino/hotel industry is strongly preferred for this position.

How can I learn more about the company's values and initiatives?

You can learn more about the values of diversity and sustainability that the company is committed to by visiting their website or following them on their social media platforms.

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Travel & Leisure
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

River City Casino & Hotel, which opened in March 2010, is St. Louis'​ newest gateway to an exciting entertainment experience. Located approximately 10 miles south of downtown St. Louis, in the community of Lemay, the multi-use complex includes a 90,000-square-foot casino with the best slot machines and table games, including poker, several restaurants and other amenities. An $82 million expansion, completed in August 2013, includes a 200-room hotel, a 14,000 square-foot multi-purpose event center and a 1,600-space covered parking structure. River City Casino & Hotel is located at 777 River City Casino Blvd., St. Louis, MO 63125.