The Front Desk Agent (Primary position) or VIP Services Representative (primary position) oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy, is called upon to fill the Front Desk Shift Manager (Secondary position) when needed. The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. In the absence of the Director of Hotel Operations and Front Desk Manager, the incumbent assumes the position of “Manager on Duty”. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
1. Greet, register, and assign rooms to guests of hotel.
2. Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability.
3. Book recommended hotel, restaurant, and walk in reservations.
4. Compute bills, collect payments, and make change for guests.
5. Issue room keys and escort instructions to bell person.
6. Verify customers' credit, and establish how the customer will pay for the accommodation.
7. Review accounts and charges with guests during the check out process.
8. Keep records of room availability and guests' accounts, manually or using computers.
9. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
10. Contact housekeeping or maintenance staff when guests report problems.
11. Perform simple bookkeeping activities, such as balancing cash accounts.
12. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
13. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc.
14. Date-stamp, sort, and rack incoming mail and messages.
15. Deposit guests' valuables in hotel safes or safe-deposit boxes.
16. Record guest comments or complaints, referring customers to managers as necessary.
17. Transmit and receive messages, using telephones or telephone switchboards. Perform pre-registration and room inspection to ensure readiness of rooms prior to occupancy.
18. Register VIP guests by completing appropriate paperwork and obtaining proper payment information.
19. Provide reservations for dinner, transportation, entertainment, etc.
20. Accommodate guest requests pertaining to Hotel/Casino events, restaurant reservations, travel and entertainment arrangements, attraction information, etc.
21. Settle account balances of departing guests by accepting payment of handling cash drawer. Investigates and resolves general billing discrepancies.
22. Respond to guest inquires concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel.
23. Print and process routine reports and may assist in the training of new departmental employees.
24. Encourage guest completion of the guest satisfaction surveys.
25. Assist in other job tasks/projects, as directed.
26. Ensure consistent adherence to company/departmental policies and procedures and established service standards.
27. Communicate any and all job/service related incidents to supervision in a timely manner.
28. Work to accommodate all guests’ requests, including those related to reservations, spa/salon, housekeeping, valet, casino events, outside events/reservations, player development, entertainment, national marketing, etc. Follow up to ensure guest satisfaction.
29. Stationed at the Hotel Guest Services Desk, provide guests with accurate general information about the hotel, casino and community events.
30. Handle guests’ requests pertaining to the Business Center and all transactions according to established revenue control procedures.
31. Sign for any package deliveries for hotel guests, ensuring their correct destination.
32. Keep desk stocked with guest informational supplies, such as maps, promotion flyers, brochures, etc.
33. Promote positive public/employee relations at all times.
34. Maintain a clean, safe, hazard-free work environment within area of responsibility.
35. Print and process routine reports and may assist in the training of new departmental employees.
36. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
37. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
38. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
39. Must complete all required SGC Training programs within nine (9) months from commencement of employment. Must complete all future training seminars which enhance Four Diamond guest service.
40. Attend all necessary meetings.
41. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.
ADDITIONAL SECONDARY POSITION DUTIES:
1. Oversee and assist with daily work assignments of Front Desk and Bell Stand.
2. Investigate and resolve guest situations such as reservation errors or lost personal belongings.
3. Prepare and process daily reports and performs other general administrative duties as appropriate.
4. Perform special assignments such as preparing junket and resort sales room packages.
5. Participate in and under the direction of the Front Desk Manager, interview, hire, train, and schedule, appraise and supervise all directly assigned personnel.
6. Adhere to all Purchasing, HR, and TERO compliance policies.
7. Perform subordinate duties as necessary.
8. Communicate and coordinate with related areas as needed to ensure effective operations.
9. Authorize point redemption transactions for guests who have accumulated points to receive a hotel room.
10. Promote positive public/employee relations at all times.
11. Maintain a clean, safe, hazard-free work environment within area of responsibility.
12. Participate as a panel member on SGC's Board of Review as needed.
13. Must cross train as a VIP Services Shift Manager and adhere to the functions and responsibilities of both positions.
QUALIFICATIONS/REQUIREMENTS:
Education/Experience:
1. Must be 18 years of age or older upon employment.
2. High school diploma or equivalent required.
3. Minimum one (1) year hospitality/guest services and/or front desk experience required.
4. Minimum one (1) to two (2) years front desk/hospitality supervisory experience required.
5. Knowledge of the casino industry preferred.
6. Must have good knowledge of the surrounding community in order to provide general information and directions to guests.
7. Must possess basic math skills necessary to accurately calculate and process guest payments.
8. Must have proficient computer/PC skills.
9. Must have excellent customer service skills.
Language Skills and Reasoning Ability:
1. Must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction.
2. Ability to write routine correspondence and to speak effectively to the public, employees and customers.
3. Ability to define problems, collect data, establish facts and draw valid conclusions.
4. Must have the ability to deal effectively and interact well with the customers and employees.
5. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
6. Must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals.
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
1. Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
2. Light lifting.
3. Required to stand and walk for long periods.
4. Must be able to effectively understand and communicate to candidates and employees.
5. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
$16.00
Compensation is negotiable based on experience and education.
Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.
