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SalaryWe are looking for individuals whom exemplify compassion and genuine care of others, team players who will display faith in each other and honor commitments. Smiley faces with dedication and voluntary accountability, are going to be an integral part of a great success. We cherish problem solvers, who take personal responsibility in delivering exceptional guest experience. We welcome those who want to be in a team environment, where values and principles are always upheld and exemplified.
JOB SUMMARY: Responsible for greeting and welcoming all guests in a sincere, professional and friendly manner. Accurate processing of hotel reservations, assignments of rooms according to gaming value and guest requests. Consistently providing exceptional check-in and check-out guest experience.
SPECIFIC DUTIES PERFORMED: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.
- Accurately and efficiently processes hotel reservations, registrations and settlements.
- Provides exemplary guest service including, but not limited to, making eye contact, smiling and offering a verbal greeting if appropriate.
- Successfully uses a range of office equipment and software to work efficiently and effectively.
- Employs professional phone etiquette while using a multi-line phone system to respond to guest inquiries and book reservations.
- Follows policies and procedures to successfully book reservation, check in and checkout guests, guest inquiries and requests, and provides assistance and direction.
- Contributes to a gracious and welcoming environment.
- Without any exception, makes sure every guest interaction is courteous and informative.
- Remains exceptionally calm and focused to guest needs even under pressure.
- Assists in learning and documenting guest information – birth dates, anniversary dates, and guest preferences – to enhance the guest experience.
- Understands and maintains guest billing, including credit checks and billing corrections.
- Receives and documents guest items – packages, messages, faxes, etc. – according to established policies and procedures.
- Receives cash, checks, debit and credit cards in payment, obtaining proper approval and authorization. Maintains an operating bank, renders bills and issues change.
- Responds to and documents all guest requests in the appropriate manner and follows through on guest satisfaction.
- Completes shift pass down for colleagues and management, detailing questions or concerns, as well as guest feedback.
- Assists in gathering information on guest billing disputes, or other guest concerns, including steps towards service recovery as detailed in policies and procedures.
- Maintains knowledge of the property, community, and special events.
- Participate, collaborate and assist Patron Services by accessing the read only portion of the system to provide guests with current point status for hotel related redemptions.
- Assists in maintaining and enhancing a safe, comfortable and clean environment.
- Keeps all guest and non published department information confidential.
- Exhibits passion for the hospitality and gaming experience of our guests.
- Takes personal responsibility for delivering an excellent guest experience.
- Knows the overall property, the gaming offerings, and their locations.
- Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
- Models for the team, a strong work ethic and is visible, available and present for the guest and their team.
- Identifies ways to improve workflows and processes to work smarter and increase efficiency.
- Proactively shares guest feedback with executive management and peers in the spirit of continuous improvement.
- Seeks to share and improve processes and workflows based on guest feedback.
- Finds ways to make good use of their strengths and talents.
Revised 03/2022
SUPERVISION EXCERCISED: None.
LICENSE REQUIRED: Must obtain and hold a Class II gaming license while employed and complete an annual background check with TGA.
EXTENT OF JOB AUTHORITY: Interacts effectively with the guests and fellow team members. Provides excellent guest service at all times. Satisfies phone inquiries, registers guests, administers room changes, reviews balances, collects payment, and settles guest folios within the guidelines of established policy, procedures and service standards.
MINIMUM EDUCATION REQUIRED FOR POSITION: High School Diploma or GED required. Six months to one year related experience and/or training; Associate's degree (A.A.) or equivalent from two-year college or technical school; or equivalent combination of experience and education.
PHYSICAL REQUIREMENTS: Reading of a computer screen and registration related documents while being alert to identify guest at a distance. Establishing meaningful eye contact. Identify color codes on the computer screen and process accordingly. Monitor and react to the activity in the front lobby. Identify first in line guest to service in proper order. Frequently shift focus from screen to guest and back. Manual and finger dexterity for operation of personal computer and routine paperwork. Regularly required to talk or hear. Regularly required to stand; use hands, finger, handle, or feel and reach with hands and arms. Frequently required to walk and stoop, kneel, crouch, or crawl. Occasionally required to climb or balance. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
SPECIFIC SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED FOR POSITION: Very organized, detail oriented and capable of multi-tasking in a public environment. Excellent time management and attention to detail. Capable of a high level of organizational and interpersonal skills. Able to exemplify energy, moves with sense of urgency while being thorough about the details of the tasks. Ability to apply commonsense understanding to carry out instructions given in written, oral or diagram form. Must have a working knowledge of Microsoft applications specifically Word and Excel and the ability to effectively use Property Management Systems.
