Lead Hotel Front Desk Agent

Pinnacle Entertainment
Jul 17, 2017
Jul 21, 2017
Job Type
Full Time
Be the Best YouPinnacle Entertainment (PNK) is a dynamic and growing casino entertainment company with more than 15,000 team members working at 16 casinos and racetracks located in Colorado, Indiana, Iowa, Louisiana, Mississippi, Missouri, Pennsylvania, Nevada and Ohio - and PNK has a management contract for Retama Park Racetrack outside of San Antonio, Texas. At PNK, we are guided by our team member promise - Be the Best You. Through this promise we strive to support our team members in living their best lives by offering them challenging and rewarding work, a competitive benefits package and opportunities to build lasting relationships.Property Details

Ameristar Casino Hotel Council Bluffs, which includes the largest riverboat in Iowa, was modeled after the historic riverboats that plied the waters of the Missouri River in the 1800s. Located in the greater Omaha metropolitan area, this property has received the prestigious Four Diamond designation from the American Automobile Association and, in 2004, was named "Property of the Year" by the Iowa Lodging Association. The property also features a 38,500 square-foot casino, five dining options, three bars, an entertainment venue and 8,000 square-feet of meeting and event space.

Ameristar Council Bluffs

2200 River Road

Council Bluffs, IA 51501


As a Lead Front Desk Agent you are responsible for providing superior service to both the internal and external customer. This position is responsible for maintaining an efficient and effective Hotel Front Office work group. Via direction from the Front Desk Supervisor, this position is responsible for providing training, assistance, and on-the-job work direction to the Front Desk Agents to ensure accurate and exceptional courteous room registration and check-outs. This position also acts a guest liaison for all Ameristar guests who have special inquiries on all services provided by the facility and acts as concierge and provides information as needed.

ResponsibilitiesDeliver internal and external guest service the Pinnacle Way by ensuring every interaction includes our Six Core Service Standards (Look Sharp, smile & greet the Guest, be friendly, polite & courteous language, provide especially timely & knowledgeable service; and then some! Always find solutions to guests' problems. Use the guest's name when appropriate, thank the guest and invite him/her back.Provides superior customer service, positively effects interactions with customers and employees, and has the resiliency to deal with difficult customers in all types of business conditions and the ability to work harmoniously with co-workers.Possesses complete knowledge of Hotel Front Desk procedures and policies and assures their implementation.Counsels, guides and instructs the Front Desk Agents in the daily performance of their duties and provides exceptional leadership.Distributes shift work among Front Desk Agents and assures the timely completion of work.Handles guest complaints and rooming problems. Performs in a proactive manner and resolves all issues in a timely manner. Acts as the deputy ensuring and monitoring that all Front Desk Agents communications are positive and provide for a return guest.Oversees the handling of guest accounts including declined credit cards and non-zero balances. Acts as a billing agent for all charges posted through those accounts. Assures the handling of guest related services such as faxes and posting of charges to rooms.Maintains knowledge of services offered by Ameristar and daily special events and in-house groups that affect operations at the Front Desk. Maintains communication with Housekeeping and VIP Services for special requests and rushed rooms.Responsible, with Front Desk Supervisor, for handling same day VIP blocks and inventory management, monitoring occupancy status.Handling complex guest service situations such as room moves and unassigned reservations. Acts as communication center between guests and various internal departments to ensure guest satisfaction.Ensures the Front Desk is turned over to the oncoming shift in an efficient and orderly manner. Verifies accuracy in Front Desk Agents' banks and audits.Performs as a Front Desk Agent when necessary.Qualifications

* Ability to use all equipment associated with the position including but not limited to keyboards, telephones, fax machines, copiers, printers and key encoders.

* Ability to use a computer effectively to access, understand and input customer information.

* Ability to effectively communicate in English with customers and all levels of employees.

* Ability to observe and direct actions of subordinates.

* This position requires the incumbent to stand for the majority of an eight hour shift.

* Ability to effectively and efficiently move around work area.

* Ability to efficiently retrieve and replace safety deposit boxes as needed.

* This position is at times subject to crowds, noise and smoke, the severity of which depends upon customer volume.

* Complete working knowledge of Front Desk Agent's duties required.

* Good written and verbal communications skills.

* Ability to communicate in English (both written and verbal) required.Posted by StartWire