Hotel Front Desk Representative - Full-Time 3pm - 11pm

Hollywood Casino Joliet - Joliet, IL

Full-time - Entry Level

Joliet, IL

About the position

The Hotel Front Desk Representative is responsible for providing exceptional customer service to hotel guests, managing reservations, and ensuring guest satisfaction. This role involves handling incoming and outgoing calls, checking guests in and out, and addressing any guest concerns or inquiries. The representative plays a key role in creating a fun and entertaining experience for guests while adhering to company policies and procedures.

Responsibilities

• Accommodate hotel guests and respond to telephone inquiries.
• Make appropriate reservations and ensure guest satisfaction.
• Conduct in-bound and out-bound calling, providing quality service.
• Handle guest concerns, inquiries, and requests expediently.
• Check guests in and out of rooms and RV Park.
• Make guest reservations, assign rooms/RV slots, and make keys.
• Answer incoming telephone calls and provide assistance.
• Enter reservations for Hotel/RV Park accommodations based on availability.
• Verify payments received and check arrivals and departures.
• Run daily reports and count cash drawer, balancing shift transactions.
• Perform daily cash drops and sign proper drop logs.
• Conduct daily inventory of Front Desk supplies and notify Supervisor of needs.
• Assist Supervisor in data entry for reports and perform Night Audit procedures as assigned.
• Prepare informational packets as needed and fill in for Breakfast Greeter as required.
• Maintain awareness of current and upcoming property events and promotions.
• Handle reservation requests for events, hotel, restaurants, and concerts.
• Provide regular updates on reservation status and response summaries.
• Resolve guest issues and concerns, determining alternate solutions as needed.
• Deliver phone scripts in a compelling manner and establish follow-up actions.
• Perform record keeping, filing, indexing, and other administrative functions.

Requirements

• High School Diploma or equivalent required.
• 6 months to 1 year of customer service experience required.
• 1 year of experience in telephone procedures, communication, and data entry preferred.
• Guest Service, Sales, or Call Center experience preferred.
• Proficient with data entry and excellent oral communication skills in English.
• Negotiation and persuasive communication skills are a plus.
• Ability to work in a fast-paced, performance-based call center environment.
• Pleasant, outgoing personality with a professional demeanor.
• Ability to handle multiple tasks quickly and accurately under pressure.

Nice-to-haves

• Experience in sales or call center environments.
• Fluency in additional languages.

Benefits

• 401(k) benefits from day one
• Career opportunities and advancement programs
• Scholarships and company perks