Tioga Downs Casino

Front Desk Agent

3 months ago
Job ID
# Positions


Responsible for attending to the needs of the guests, especially during check in and check out of the hotel. Providing accurate information to guest about the hotel policies, services and amenities, ensuring guest service and satisfaction.


• Provide excellent guest service to both internal and external guests.
• Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
• Maintains a working knowledge of the Company’s property, as well as special events on and near property, in order to advise guests of same, whenever possible.
• Providing information to guests about hotel policies, services and amenities.
• Responding to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.).
• Ensures a maximum level of service and satisfaction is achieved and maintained.
• Selling rooms to “walk-in” customers.
• Create reservations using the PMS system both individual and group related providing informational feedback regarding confirmation of reservation, arrival\departure, check-in, check-out, cancellation policy, credit card & payment requirements.
• Entering/changing reservation information on the computer system.
• Posting charges to guest accounts, processing payments from guests.
• Making necessary corrections to guest accounts.
• Informing housekeeping department about room status/availability.
• Listening for and responding to guest complaints.
• Cleaning the front desk area and maintaining public areas and lobbies.
• Maintaining daily logs.
• Operates Hotel switchboard and/or PBX.
• Balancing shift work and cash drawers.
• Ensures a maximum level of service and satisfaction is achieved and maintained.
• Reasons what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Front Desk Manager well informed.
• Recognize and create guest profiles to help maximize accuracy and guest recognition. Quick to collect, pick up and trace helpful information on the guest(s) to utilize during their stay and create WOW factor.

• All other duties as assigned 


Education and/or Experience:

High School Diploma or GED required. Some College courses in Hotel Management preferred.


Must possess excellent communication and organizational skills.  Previous Hotel/Motel experience preferred.  Must be able to maintain a professional, positive demeanor in stressful situations, remaining polite to the guests at all times.


Ability to read, analyze, and interpret a variety of instructions furnished in written, oral or diagram form. Ability to respond to common inquiries or complaints.


Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.




While performing the duties of this job, the Associate is regularly required to talk or hear. The Associate is also regularly required to stand; walk; sit; and use hands to finger, handle, or feel objects, tools or controls.  The Associate is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.  


Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.





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