SUMMARY

Responsible for providing accurate, timely information to guests about hotel policies, services and amenities, ensuring optimum guest service and satisfaction.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

1. Assist with training and developing department staff, as assigned

1. Provide direction to assigned staff and oversee projects assigned to staff

1. Act as a liaison, as necessary, between line staff and departmental leadership to ensure leadership is aware of any challenges with job performance, staffing levels, and/or job tasks

1. Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards

1. Maintains a working knowledge of casino facilities, amenities, room types, as well as current and upcoming casino and local special events in order to advise guest of the same, whenever possible.
2. Posts charges to guest accounts and processes payment of accounts.
3. Prepares and distributes management reports to hotel administration and the Finance Department.
4. Audits all guest records, verifies credit card approval.
5. Receives inbound calls and makes outbound calls as directed.
6. Makes guest reservations in the property’s computer system.
7. Maintains a log of phone problems, and reports any situations which need attention to the appropriate department and/or individual.
8. Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
9. Ensures a maximum level of service and satisfaction is achieved and maintained.
10. Prepares shift cash report, balancing payments and disbursements with computer total, preparing the drop envelope for shift end, and balancing accounts.
11. Makes staffing and guest resolution decisions in absence of the Hotel Operations Supervisor or Manager. Steps in to assist Guest Services Representatives with difficult guests.
12. Provides the Hotel Operations Supervisor and Manager performance feedback on the Guest Services Representatives.
13. Directs the customer service assignments of the Bellman/Doorman and Valets in the absences of a Hotel Operations Supervisor

1. All other duties as assigned.

REPORTING LINE

You will report directly to the Hotel Operations Supervisor and then the Hotel Operations Manager.

QUALIFICATION REQUIREMENTS

• Must have excellent communication skills, be polite, and present a neat appearance at all times. 
• The ability to work with others as a team in an efficient manner. 
• The ability to apply common sense reasoning to variety of situations

• Proven experience providing high level of guest service
• The ability to add and subtract two-digit numbers and to multiply and divide
• The ability to read, write, comprehend simple instructions, short correspondence, and memos in English

• The availability to work all shifts.
• The ability to work in a fast–paced environment and stressful situations.
• Must be at least 18 years old to work on the gaming floor inside the casino.
• Must be able to pass a background investigation and obtain and maintain all work cards as required by the company.
• The ability to verify the right to work in the United States. 

EDUCATIONAL AND/OR EXPERIENCE

High school diploma or equivalent experience preferred.  Previous hotel/motel experience preferred.  

PHYSICAL DEMANDS

Ability to stand, walk, and move throughout the property for prolonged periods of time. Ability to push, pull, bend, reach, squat, kneel, crawl, twist, sit, climb, balance, carry and lift to 25 lbs. Constant use of hearing, speech, vision (including distinguishing between shades of color), radios, and tools or equipment requiring a high degree of dexterity.

WORK ENVIRONMENT

Will be exposed to working in a noisy environment and seasonal elements. 

Our company offers a fun work environment, opportunities for professional growth, paid time off accrual and benefits, including family health, vision, and dental benefits, and access to emergency care for eligible team members.  401(k) plan with match available after 90 days.

I am in receipt of this job description, which has been reviewed with me by my supervisor on this date.