POSITION SUMMARY

This position is responsible for the daily front desk operations of the Shooting Star Casino, Hotel & Event Center to ensure a positive guest experience. In all interactions, the position is responsible for providing STAR Experience to guests and fellow team members a first priority. 

DUTIES & RESPONSIBILITIES

Shooting Star Casino team members will always deliver excellent guest service to our guests and fellow co-workers. 

      Our Star Service expectations include being:

• WELCOMING – Make every person feel invited and accepted
• PROACTIVE – Anticipate Guest needs
• UNIQUE – Create a one-of-a-kind experience at every opportunity
• RESOURCEFUL – Resolve the need
• COMPLETE – Take care and close

Performs guest check-in and check-out procedures using Visual One system to provide quality customer service in a timely fashion to all guests.

• Verifies guest information regarding personal information, additional guests, dates of stay, rates and payment method, assuring appropriate guest signatures and identification are presented.
• Notify housekeeping personnel of late check outs, early departures, and any room changes.
• Maintains an understanding of various promotional programs to apply the appropriate coupon rate & of our Credit Card policy to outline that to our guests.
• Provides guests with information regarding hotel layout and room location.

Verifies documentation to ensure proper billing and accounting procedures have been followed.

• Reconciles cash drawer at the end of shift.
• Submits completed paperwork to Night Audit.

Inputs guest reservations and cancellations into Visual One system to provide quality customer service in a timely fashion to all guests.

• Ensures compliance with hotel cancellation policies.
• Obtains required information from guests, such as personal information, dates of stay, coupons to be used, additional guests, etc.
• Quotes guest appropriate room rate.
• Enters wake up calls for guests.
• Create keycards for guest’s room(s) when finished with check-in process.
• Verifies & Redeems Guest Hotel Offers in HALO Sidecar.

Provides exceptional customer service to ensure overall guest satisfaction.

• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Be respectful, courteous & responsive to guest questions.
• Answers routine questions when certain of the answer; will seek out answer when not positive.
• Delivers messages, supplies and fulfills miscellaneous guest requests.

Performs other duties and responsibilities as required or assigned.

EDUCATION & EXPERIENCE

Less than high school diploma required. High school diploma or General Education Degree (GED) preferred.

Certificates, Licenses & Designations

Must meet the requirements as prescribed by the Tribal-State compact for Gaming.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and skill in using a personal computer and related software including Visual One or a similar property management system.
• Knowledge of all areas of hotel operations to include layout of building and room location.
• Skill in basic math functions to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages, area, circumference, and volume.
• Skill of determining alternative that would correct a situation to provide effective guest service.
• Ability to maintain an accurate and complete filing system.
• Ability to read and interpret documents such as safety rules, and procedure manuals.
• Ability to maintain friendly customer service with a smile.
• Ability to ensure the strictest of confidentiality is maintained at all times.
• Ability to follow procedures and give attention to detail.
• Ability to frequently stand for long periods of time.
• Ability to occasionally lift 25-50 pounds.

WORKING CONDITIONS

• Frequent exposure to moderate to loud noise level.
• Occasional exposure to moderate concentration levels of tobacco smoke.

Note:  Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job.  They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.