Essential Functions
- Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of always providing exceptional service.
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Make and confirm room reservations for guests, ensuring security of guest information within the system.
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Greet, check-in/out, pre-assign/assign rooms to guests; schedule wake-up calls; take thorough and professional messages; handle, resolve, log, and communicate guest complaints
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Maintain updated room availability and guest accounts, manually or by computer.
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Schedule dry cleaning service, post to guest folio and deliver to guest room.
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Always remain highly visible and readily available for guests.
- Stay current on property promotions, and answer inquiries pertaining to promotions, hotel services, shopping, dining, and travel directions.
- Provide solutions to problems for guests, team members and management. Use empowerment to exceed team member/guest expectations and resolve conflicts.
- Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms.
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Make courtesy calls to guests to ensure room satisfaction.
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Accurately compute bills, collect payments, and make changes for guests.
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Follow and maintain proper credit procedures for all Ameristar guests.
- Stand for a minimum eight-hour shift.
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Operate a multi-line PBX system in a pleasant, efficient, and timely manner, maintaining professional telephone etiquette.
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Perform night audit functions to verify all daily transactions.
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Package all reports in an organized manner for recordkeeping.
- Prepare and balance flash report and fax/email to key team members.
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Maintain an operating bank, render bills and issue change.
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Maintain comps, direct mail coupons and ensure billing profiles are accurate.
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Complete shift checklist and submit to designated supervisor.
- Work effectively with peers, team members, and regulatory agency personnel.
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Willingness and ability to train new team members.
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Complete hotel work orders and inform pertinent team members of the issue via written and verbal communication.
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Flexibility to adjust work priorities as necessary.
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Understand and comply with the Eye, Hi, Goodbye program.
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Regular attendance is required.
Other Duties and Responsibilities
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Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members etc.
- Practice safety standards always. Verbally report all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
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Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment (PPE) procedures as required.
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Take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheet (MSDS), and knowing when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
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Report equipment malfunctions promptly to the supervisor and maintenance order system.
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Provide assistance to other employees to contribute to the smooth operation of the department and the hotel.
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Maintain security of equipment, keys and supplies issued each day.
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Promote excellent guest service by practicing a courteous, tactful and patient manner with other team members, management, guests, vendors and the general public. Always practice the 5/10 rule:
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When passing guests or team members within a 10-foot radius, make eye contact.
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When passing guests or associates within a five-foot radius, acknowledge, and verbally greet with “Good Morning, Afternoon, Evening”
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Report any suspicious activities by guests or others immediately.
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Perform other related duties as may be assigned by reporting senior.
Core Competencies
- Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state, and local regulations
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Maintain a neat, clean, and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Where uniforms are required, they must be clean and pressed at the beginning of each shift
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Understand and comply with the Eye, Hi, Goodbye program
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Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details
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Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members
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Ability to maintain a calm demeanor during stressful situations
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Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
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Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise
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Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority
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Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
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Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others, and recognizing their concerns and feelings to build and maintain long-term associations based on trust
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Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members
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Adjust work priorities as necessary. The hotel operates seven days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and team members may be asked to work shifts other than those they prefer or normally work, and overtime as required.
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Ability to operate various types of equipment used in your department, for example personal computers and Microsoft Office programs, LMS, Bally’s, key encoder machine, PBX multi-line console, telephone, printers, copy and facsimile machines
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Physical Demands and Work Environment
The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.
While performing job duties the team member may be regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member may be required to stand for prolonged periods, walk, climb, or balance, and stoop, kneel, crouch, or crawl. The team member may occasionally lift up to 35 pounds, and push, pull or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
While performing job duties the team member may regularly be exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.
Minimum Qualifications
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High school diploma or GED preferred
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Skills and abilities to perform data entry and work with personal computers and various programs (e.g. Microsoft Office programs, LMS, Bally), cleaning equipment and sanitation systems
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Outstanding customer service skills
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Excellent communication skills, with the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
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Passage of a background check and drug-screening test
