Front Desk Agent - FT

Hollywood Casino at Columbus • Columbus, OH

4h

About The Position

WE LOVE OUR WORK.
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.
Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
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.
Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
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.
Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.
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.
Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

Requirements

• Must be at least 21 years of age.
• Requires high school diploma/GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred, experience with property management systems a plus.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.

Nice To Haves

• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.

Responsibilities

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor
• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication
• Complete guest check-in and check-out accurately in the PMS
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability
• Handles guest concerns, complaints, and service recovery with tact and urgency
• Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations
• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction
• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially
• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements
• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items
• Maintains a clean, organized, and guest-ready front Office, lobby, and market area
• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards
• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns
• Balance and reconcile all Front Office postings
• 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
• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed
• Responds calmly and effectively to emergencies, alarms, and safety incidents
• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices
• Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED