Front Desk Agent - Front Office

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Company: Hard Rock Ottawa Hotel & Casino 

Location: Ottawa, Ontario

Job Type: Full Time Permanent 

Is this a current vacancy? Yes, this is an existing open position. 

Compensation: CAD $ 20.05/Hr

License Requirements: Criminal Background Check

OVERVIEW:

The Front Desk Agent is responsible for welcoming hotel and casino guests and managing check-in and check‑out processes. This role handles reservations, billing, room assignments, and guest inquiries with professionalism and efficiency. The agent provides information on hotel services, casino amenities, and promotions. They coordinate with other departments to ensure smooth, high‑quality guest experience in a fast‑paced environment.

RESPONSIBILITIES:

• Welcome and assist hotel and casino guests with checking in, check‑out, and reservations

• Verify guest information, issue room keys, and explain hotel and casino amenities

• Handle billing, room charges, comps, payments, and cash or credit transactions

• Answer questions related to hotel services, gaming areas, events, and promotions

• Resolve guest concerns professionally and escalate issues when required

• Coordinate with housekeeping, security, casino operations, and guest services

• Maintain accurate records while following privacy, security, and compliance policies

• Provide a polished, friendly first impression in a fast‑paced, 24/7 casino environment

QUALIFICATIONS/EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

• Minimum of 6 months in a similar role 

• Must possess good attitude, attention to detail, and ability to work under pressure.

• Must obtain and maintain all licenses / certifications per Federal, Provincial, and Gaming Commission. 

• Prior experience opening new properties/outlets preferred.

• Must be nineteen (19) years of age.

• Must be able to work on holidays and weekends, as well as flexible shifts.

PHYSICAL DEMANDS: 

• Ability to stand and sit for extended periods of time.

• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to handle or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move 25 pounds or more.

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

• The work environmental characteristics described here may be representative of those an employee encounters while performing the essential functions of this job.

• The Casino environment is hectic, fast-paced and often crowded and noisy.

• Duties and responsibilities are typically performed in a professional office setting, but there may be times when you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

WORKING CONDITIONS:

Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

CLOSING:

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.

We thank all candidates for their interest, however, only those being considered for an interview will be contacted.