Reports to:
FOM/AFOM/FOS
Job Summary:
Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, while ensuring complete guest satisfaction.
Essential Functions:
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Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
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Ensure the highest possible standards of guest services by properly listening and responding to guest and team members' concerns and questions.
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Ensures complete guest satisfaction.
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Complete and close out guest registration process.
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Assigns guests rooms based on preferences and availability.
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Handle cash, credit card processing and accurately carry and balance assigned house bank.
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Utilize computer applications daily to track and record information.
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Handling guest concerns in a tactful manner and achieving resolution.
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Answers questions regarding the hotel's facilities and services.
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Answering telephones and booking reservations and responding to guest inquiries
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Recommending local area restaurants, points of interest, or needs for transportation.
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Maintaining cleanliness of front desk, lobby, and back office.
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Following up with Guest complaints and other requests.
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Assists in training efforts of new staff.
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Interacting with other departments and employees to ensure a good working relationship or for guest needs.
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Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.
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Follow quality standards and service
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Must be able to work all shifts or varying schedules to support business needs.
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Ensures Security for the hotel's customers, employees, and property assets.
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Demonstrate and promote KLECH core values and MAD skills
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Manage and maintain security of confidential information entrusted to position.
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Attend and satisfactorily complete all required training as assigned.
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Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
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The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
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Perform other duties as assigned.
Minimum Requirements to Qualifications:
- Must have strong customer service skills.
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Must have excellent communication skills and ability to build strong relations with guests.
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Must be familiar with software and data entry applications.
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Prior cash handling experience preferred
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Strong communication skills in English both written and oral. Spanish or other language skills a plus.
Other Criteria:
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.
Skills and Abilities:
- Ability to work independently with minimal supervision.
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Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
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Ability to work under pressure in a fast paced, stressful environment.
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Ability to meet multiple deadlines and multi-task.
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Ability to have strong critical thinking, analytical and guest service skills.
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Must possess a positive attitude with strong organizational and leadership qualities.
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Ability to add, subtract, multiply and divide in all units of measure.
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Ability to define problems, collect data, establish facts and draw conclusions.
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Ability to understand complex instructions and material.
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Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
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Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
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Ability to maintain confidentiality.
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Ability to follow and comply with established Casino guest service programs.
Physical Demands:
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While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
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The team member must be able to concentrate for prolonged periods.
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Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
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The team member must be able to communicate effectively in person or using telecommunications equipment.
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The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
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Frequently lift and/or move up to 30 lbs.
Work Environment:
- Normal office setting and casino floor.
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Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
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Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
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Extended hours and irregular shifts may be required including nights, weekends and holidays.
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Must be able to perform under pressure and work long hours under stressful conditions.
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May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
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May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
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Travel may be required to perform one or more essential functions of this position.
Conditions of Employment:
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Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
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Must be able to provide authorization to work in the United States.
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Must be at least 18 years of age.
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Must have access to reliable transportation to commute to and from work.
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Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.
