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Front Desk Agent

Health, Paid Time Off, Vision, 401k, Dental, Life Insurance,Employee Dining Room, Discounted Amenities

Posted May 2, 2022

Mount Airy Casino Resort Spa
Mount Pocono, PA
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About This Job

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

Essential Requirements:

  • Must be able to perform each of the essential functions and responsibilities satisfactorily.
  • Must be a minimum 18 years of age or older upon employment.
  • High School Diploma or equivalent required.
  • Minimum one year Hospitality/Front Office experience preferred.  Casino/Front Desk  experience preferred.
  • Proficient computer/PC skills, including Microsoft Office.
  • Possesses excellent customer service, organizational, communication and multi-tasking skills.
  • Strong interpersonal qualities.
  • Flexible to work any scheduled shifts and/or days, including weekends and holidays.
  • Ability to perform basic calculations and understand, analyze, interpret and communicate guest or operational data and information.
  • Must be able to be approved for and maintain a valid Pennsylvania Gaming License, if necessary.
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About this Employer

Mount Airy Casino Resort Spa

312 Woodland Road
Mount Pocono, PA 18344

(877) 682-4791

188 Room Resort


At Mount Airy Casino Resort, we value our employees and are always offering great career opportunities. As a direct reflection of who we are, employees are expected to live up to the high level of standards we set for ourselves, as an industry based on customer satisfaction. We do our best to provide employees with a quality work environment and treat each and every one with respect and care. It's our mission to provide everyone that walks through our doors with the best experience possible, including our employees.