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SalaryJob Summary:
Provides a high level of focus on guest satisfaction through building guest relations and being attentive to guest needs. Responsible for greeting and welcoming all guests in a sincere, professional, and friendly manner. Escorts guests to their room while assisting with the delivery of luggage, and orients guests to the room and the overall property. Offers water and information to guests in the Hotel Lobby.
Job Description
Expectations of Leadership:
- Actively support, demonstrate, and promote the company’s core values.
- Be approachable and engaging with fellow team members.
- Always treat individuals with dignity and respect regardless of job position.
- Demonstrate maturity through exhibiting excellent listening skills.
- Make educating, inspiring, and motivating your team central to your mission.
Major Responsibilities/Activities:
- Carries luggage for arriving and departing guests.
- Safe keeps guest belongings in bell closet in accordance with policy, procedures, and service standards.
- Accurately accounts all guest items, properly tags, and stores them in the bell closet.
- Explains amenities to guests upon entry into guest’s room including TV, light and thermostat controls.
- Explains facilities, services, amenities, and surrounding areas and anticipates guest needs.
- Assists guests during room changes and maintains room security during the process.
- Receives and delivers guest packages.
- As needed and/or requested, conducts guest tours.
- Responds to guests’ requests, complaints, or inquiries courteously and promptly.
- Maintains a vast knowledge of the facility, as well as special events.
- Possesses a vast knowledge of all room locations and special features.
- Maintains information on all outlets and hours of operation.
- Routinely inspects public areas, restrooms, elevators, and front entrance.
- Remains receptive and visible for guest service at all times.
- Takes personal responsibility for delivering excellent guest experience.
- Shares guest feedback with appropriate parties to maintain continuous improvement.
- Welcomes corrective and/or constructive feedback.
- Perform other duties as assigned.
Minimum Requirements:
- Preference is given to qualified Santa Ana Tribal Members.
- High School Diploma or GED required.
- Professional appearance.
- Strong interpersonal, motivational, and leadership qualities.
- A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
- All employees are required to proficiently use a smartphone for company applications, email, and text.
- Work schedule flexibility consistent with needs of the business.
- Must be able to attend all required staff meetings and training sessions.
- Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.
Essential Mental Functions:
- Maintain a strict level of confidentiality regarding company information.
- Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
- Must be a detail oriented, organized individual with the ability to multi-task.
- Proven ability to provide outstanding guest service.
- Proven ability to handle conflict situations.
- Must have excellent problem-solving abilities.
- Must have strong analytical skills.
- Must be able to work in a fast-paced environment.
- Must be able to deal with stressful situations in a professional manner.
- Must be a Team Player.
Essential Physical Functions:
- While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
- Expected to carry, push, or pull bell carts throughout the duration of shift.
- Must be able to lift to 25lbs.
- Must be able to work at a fast pace and in stressful situations.
- Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
- Must be able to walk and stand for long periods of time.
Equipment Used
- Bell Carts, Property Management System, and other relevant hotel and/or housekeeping equipment.
- Smartphones
Work Environment:
