SUMMARY:
The Guest Service Host provides exceptional front-line service to resort, casino, and restaurant guests by creating a welcoming atmosphere, assisting with inquiries, and ensuring a seamless experience throughout their visit. This role acts as an ambassador for the property, representing the brand with professionalism and attention to detail.
MINIMUM NECESSARY QUALIFICATIONS:
Education:
- High School diploma or GED
Experience:
- Minimum of 1 year of guest service experience, including cash and credit card handling
- Prior experience with reservations and point-of-sale (POS) systems preferred
- Michigan TAM certification or must obtain within 60 days of employment
- Must obtain SERVSafe Certification within 90-days and maintain throughout employment
- Experience working with a Tribally run casino and/or resort preferred
.Age Requirement:
SKILLS AND ABILITIES:
- Basic organizational, written and verbal communication skills
- Basic professional telephone etiquette
- Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
- Accurate and detail-oriented
- Basic problem-solving skills
- Excellent money handling skills with the ability to count money and give change swiftly and accurately
- Basic communication with servers and kitchen staff to endure timely and efficient service.
- Maintain high confidentiality
- Independently manage multiple tasks in a professional manner
- Ability to work independently with minimal supervision
- Ability to work cooperatively with all departments
CONDITIONS OF EMPLOYMENT:
Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, passing Resorts background check to meet the employment eligibility requirements as they pertain to the position and successfully completing a 90-day introductory period.
Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g. harassment, theft, violence, or integrity issues.
Knowledge, Competences, and Talents:
- Accountable - Accept responsibility and account for actions
- Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests
- Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors
- Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner
- Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information
- Detail Oriented – Ability to pay attention to the minute details of a given project or task
- Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
- Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values
- Empathetic – Appreciates and sensitive to the feelings of others
- Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards
- Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors
- Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data
- Organized – Possesses the trait of being organized and follows a systematic method of performing a task
- PC skills - Demonstrates proficiency in PC hardware, software and applications as required
- Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems
- Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests
- Reliable – Is dependable and trustworthy
- Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Warmly greet, welcome, and engage guests upon arrival.
- Assist with guest check-ins, reservations, seating assignments, and directional guidance within the resort, casino, or restaurant.
- Provide accurate information regarding property amenities, dining options, promotions, and events.
- Respond to guest inquiries, handle complaints courteously, and escalate issues to management as needed.
- Monitor guest flow in lobbies, restaurants, and casino areas to ensure smooth operations.
- Promote loyalty programs, special offers, and upcoming events to enhance guest engagement.
- Processes guest orders on the Resorts POS system.
- Maintain a clean, organized, and welcoming front-of-house or guest service area.
- Must adhere to safety rules and regulations of Little River Casino Resort and of the department.
- Performs other duties as assigned.
PHYSICAL DEMANDS:
While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions. Must be able to perform repetitive hand and wrist motions. The team member must occasionally be able to push, pull, grasp, lift and/or move up to 30 pounds. Any lifting and/or moving over 30 pounds needs to be done in a team lift. Specific vision abilities required by this job include reading, document, computer, distance, and color vision. Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings. Communication in face-to-face discussions, telephone, emails, and other electronic ways required.
WORKING ENVIRONMENT:
A working environment is the setting, social features, and physical conditions in which a job is performed. The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment. Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs. Occasional overtime required. Occasionally must deal with angry or hostile individuals.
DISCLAIMER OF EMPLOYMENT:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description. It shall govern all positions as defined in the Team Member Handbook. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
All Little River Casino Resort Team Members are responsible to ensure they are in compliance with Little River Casino Resort Policies and Tribal Gaming Regulations.
ACKNOWLEDGMENT:
I have reviewed the content and description of the above listed position and have been provided a copy of the description. I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.
