Position Summary:
Under general direction from the Guest Services Supervisor, responsible for accommodating guests by registering and assigning rooms to guests, issuing room keys, transmits and receives messages, maintains records of occupied rooms and guests' accounts, confirms reservations, and presents statements to and collects payments from departing guests. Maintains confidentiality of all privileged information.
This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.
Essential Duties & Responsibilities:
- Greet, register, and assign rooms to guests.
- Establish form of payment by guest for accommodation and other hotel services; and verifies customers' credit, as needed.
- Maintains records of room availability and guests' accounts, manually and using computer software systems.
- Computes bills, collect payments, and make change for guests, as applicable.
- Performs bookkeeping activities, such as balancing cash accounts.
- Issues room keys; and provides necessary information and instructions to bellman.
- Review accounts and charges with guests during the check out process.
- Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by computer software systems.
- Transmit and receive messages, using telephones or telephone switchboards.
- Contacts housekeeping or maintenance staff when guests report problems.
- Make and confirm reservations.
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
- Record guest comments or complaints, referring customers to management as necessary.
- Deposit guests' valuables in hotel safes or safe-deposit boxes.
- Date-stamp, sort, and deliver incoming mail and messages.
- Maintain communication with co-workers and maintain a positive and professional work environment.
- Contributes to a team effort and accomplishes related results as required.
- Tracks room revenues, occupancy percentages and other front office operating statistics.
- Prepares a summary of cash, check and credit card vouchers.
- Verifies all account posting and balances made during the day.
- Monitors the status of coupon, discount, and other promotional programs.
- Fulfills the duties of check-in and checkout procedures.
- Posts room charges and taxes to guest accounts.
- Processes guest charge vouchers and credit card vouchers.
- Posts guest charge purchase transactions not posted by the Front Desk Agents.
- Transfers charges and deposits to master accounts.
- Obtains bank before shift and ensures it balances.
- Books guest reservations and/or coordinates with reservation call center
- Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, checkouts, and VIP arrivals. Greets, registers, and assigns rooms to guests
- Handles confidential information, including guest records, with a high degree of integrity
- Answers and routes calls as appropriate; takes guest messages with accuracy
- Assists with sales and marketing efforts as directed by the Director of Hospitality
- Offers and properly handles requests for wake-up calls
- Records pertinent guest information in the shift pass on log
- Ensures common area/lobby is clean
- Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/functions in the hotel and casino
- Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
- Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
- Summarizes results of operations for management.
- Must maintain 4 diamond standards, including linens, towels, carpet, tile, walls, glass and furnishings.
- Performs other duties as required.
Direct Reports: None.
Access to Sensitive Areas: Hotel storage areas, email access and all sensitive areas when accompanied with authorization.
Signatory Authority: All related Guest Service forms and related forms with the authorization of Hotel Management.
Minimum Qualifications:
High School Diploma or equivalent, unless waived by Human Resources Management. Excellent communication skills and a professional presentation required. Ability to work well under pressure in a fast-paced environment. Must be computer literate and possess a friendly demeanor. Previous hospitality experience in a hotel, casino or guest service environment preferred. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.
Knowledge, Skills and Abilities:
- Knowledge of principles and practices of customer service in a hotel environment.
- Knowledge of computer utilization in business operations.
- Knowledge of surrounding areas and points of interest.
- Skill in being well organized.
- Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word, Excel, Outlook, and PowerPoint.
- Skill in talking to others to convey information effectively.
- Skill in cash handling procedures.
- Ability to communicate effectively in the English language, both verbally and in writing with staff and the public.
- Ability to present oneself in a professional appearance and manner.
- Ability to apply basic mathematical skills.
- Ability to welcoming and courteous.
- Ability to interpret a variety of instructions furnished in written and oral form.
Physical Demands:
While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment:
Work is generally performed in an office setting with a moderate noise level. Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common.
Must be able to work Nights, Weekends, and Holidays
