POSITION SUMMARY:
Registers guests, provides room assignments, checks-in, checks-out and cashiers in a friendly, professional manner to encourage repeat business. Provides exceptional guest service to ensure an outstanding experience and promotes return visits.
ESSENTIAL FUNCTIONS:
Registers arriving guests, assigning rooms, issuing keys, and coordinating guest services with the bell staff, concierge and housekeeping in a friendly and positive manner.
Updates guest accounts to accurately reflect room service, phone usage and any other charges.
Calculates final bills and receives payment
Directs calls from guests and may take room service orders
Receives and sends emails (bookings, reservations, transport)
Resolves or refers to Front Desk Supervisor all guest concerns, complaints or suggestions in order to provide superior hotel service.
Collaborates with the Front Desk Supervisor on supply levels, ordering and requesting supplies.
Responds in a timely manner to all guest requests, special needs and information regarding the property or outlets.
Deposits guest's valuables or personal items in a secured safe deposit box.
Follows all departmental and Colusa Casino Resort policies and procedures
May be required to act as a Reservation Agent or PBX operator as needed.
Promote a clean, safe, healthy and friendly work environment for employees and guests.
Remains up-to date about all promotions, upcoming events, area attractions and outlets available on the property
Addresses guests concerns or refers them to the Supervisor in a continuous effort to provide excellent guest services.
Alignment with and demonstration of the organization's Vision, Purpose, Values, and Commitments is an essential function and expectation of this position.
Other job-related duties as assigned
POSITION QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Building Trust - Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
Stress Tolerance - Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
Building Strategic Working Relationships - Developing and using collaborative relationships to facilitate the accomplishment of work goals.
EDUCATION:
High School Diploma or GED preferred
TRAINING AND/OR EXPERIENCE:
1 year minimum as Hotel Front Desk Clerk preferred
Sales experience preferred
SKILLS AND ABILITIES:
Must be computer literate with MS Word, Excel and Outlook;
Knowledge of Hotel Property Management Micros – Opera preferred
Must be computer literate with knowledge of MS Word, Excel, Opera, and Outlook
Strong customer service skills; identifying opportunities and taking action to build strategic relationships to help achieve business goals; Demonstrates the ability to use good judgment in intense situations; Demonstrates capacity to train and lead, allocates decision making authority and or task responsibility to appropriate department staff to maximize the organizations and individuals effectiveness.
WORK ENVIRONMENT AND CONDITIONS:
Performs duties in a well-lighted, noisy, smoke free environment, may be required to walk through the casino environment which is a smoking environment with a ventilated and temperature controlled atmosphere. Must be able to work weekends, all shifts and holidays.
PHYSICAL DEMANDS:
Stand and Walk – Constantly
Sit – Frequently
Handling – Frequently
Reach Outward – Frequently
Reach Above Shoulder – Occasionally
Climb– Occasionally
Crawl– Occasionally
Squat and Kneel – Frequently
Bend – Frequently
Lift/Carry – Occasionally up to 25 lbs
Push/Pull - Occasionally up to 25 lbs
