Your Next Adventure

Purpose of Position:

Ensures guest satisfaction and revenue optimization through check-in, check-out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by being pleasant, professional and efficient.

Education/Experience:

• High School diploma or equivalent unless otherwise waived by Human Resources Management

• Excellent communication skills and a professional presentation

• Ability to work well under pressure in a fast paced environment

• Must be computer literate and possess a friendly demeanor

• Previous hospitality (hotel, casino, reservations, front desk, or guest service) experience preferred

Job Responsibilities and Duties:

• 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, check-outs, 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

• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.

• Answers phone in a prompt, efficient, and friendly manner.

• 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.

• Resolves minor guest service issues to the satisfaction of the customer; informs Supervisor of major problems, complaints, disturbances or unhappy guests.

• Respond quickly to guest requests or issues in a friendly manner and appropriate action is taken and follows up to ensure guest satisfaction.

• Completes daily paperwork to include cashing out, documenting all adjustments,

• Miscellaneous postings, charges and check-outs.

• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, counts cashier bank and any other cash handling procedures in accordance with Hotel Operations policies and procedures.

• Transmits and receives messages using equipment such as computer, telephone, email, fax and PBX

• Provides a professional image at all times through appearance and dress.

• Able to perform night auditor duties as required in accordance with the Hotel Management System and Hotel Operations policies and procedures.

• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required.

• Follows applicable TMCR company policies and procedures including Hotel Operations policies and procedure.

• Perform other duties as assigned

Additional Responsibilities:

Direct Reports: None

Access to Sensitive Areas: Hotel Back Office; Hotel Storage areas, email access, and all sensitive areas when accompanied with authorization.

Signatory Authority: All related Guest Services forms

Physical Requirements/Work Environment:
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus. While performing the duties of this position, the employee will be exposed to cigarette smoke; the work environment is noisy and employee will work indoors and outdoors; work performed in areas which may be unusually hot, cold, noisy, smoky and dimly lit, and maneuver outside in temperatures in excess of 115° and as cold as 15° (exposed to all weather conditions)

Must be able to work Nights, Weekends, and Holidays