Responsible for providing exceptional guest service to all resort guests. Handles registration, assigning rooms, check out, and night audit functions including posting room and tax charges reconciling and running required reports.
ESSENTIAL FUNCTIONS:
Upholds the resort commitment to exceptional guest service.
Is familiar with and can perform all the duties and responsibilities of the reservation agent and front office receptionist.
Demonstrates working relationship and communication skills conducive to a professional and friendly work environment with all departments.
Resolves and /or refers to management all guest requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service. Does not exceed realm of specified authority.
Is familiar with safety and emergency procedures and knows to act upon them.
Is familiar with the Players Club and encourages all guest to utilize this service.
Attends and positively contributes to all regularly scheduled meetings of the front office and reservations staff.
Is familiar with and follows proper procedure for noise/disturbance complaints.
Post room charges and taxes to guest accounts.
Process guest charge slips credit cards and all other charges and credits to guest accounts.
Verifies all account postings and balances.
Verifies all receptionist work is correct and balanced.
Runs preliminary reports.
Processes no shows.
Processes Close of Day.
Prints, sorts, and files back up reports.
Runs various other reports for the night audit process.
Stocks the front desk supplies.
Sorts and files Players Club certificates for the day of arrival.
Answers calls for PBX while on breaks.
Encourages and demonstrates positive morale characteristics for all front office and reservation staff.
Remains current on all promotions and special events within the hotel and resort.
Ends each shift by passing down pertinent information to oncoming shift lead of auditor. Ensures receptionist and reservation agents work in complete and as accurate including the washing of cash variances when possible.
Maintains a neat and clean appearance of the front desk and other work areas at all times.
Ends each shift by passing down pertinent information to oncoming shift lead or auditor.
Adheres to all department and resort policies and procedures outlined in the employee handbook.
Performs and assists with other duties and responsibilities set forth by the Front Office Supervisor, Hotel Manager, and Hotel Director.
Provides constructive input to foster process improvement within the department.
Maintains confidential information that is received in verbal, written, and electronic media. Limits access to information on a job-related, need-to-know basis.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
Must be able to read and comprehend written instructions.
Must have strong clerical and administrative experience.
Must be able to handle multiple priorities and tasks.
Must have excellent organizational, verbal, interpersonal, and customer relations skills.
Must be computer literate.
Must have an excellent service approach when dealing with guests.
QUALIFICATION STANDARDS: Education:
Must have a High School Diploma or GED Certificate.
Experience:
At least one year of experience mainly within the hotel and casino environment.
License or Certificate:
Must be able to obtain a Class I Gaming License.
UIDC - 2 years ago
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