Job Description
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Stationed at the Hotel Services Desk, provide guests with accurate general information about the hotel, casino, and community events.
Respond to all guests' requests, problems, complaints and/or incidents presented in an attentive, courteous, and efficient manner. Work closely with Front Desk, Guest Services, Housekeeping, Security and Valet Departments, Spa/Salon, and outside businesses to accommodate guest requests. Follow up to ensure guest satisfaction.
Handle guests' requests pertaining to Hotel/Casino events, make restaurant reservations, travel arrangements, etc.
Handle guests' requests pertaining to the Business Center and all transactions according to established revenue control procedures.
Open Entrance Doors for Guests arriving and departing.
Handle all Bell duties including luggage handling, luggage delivery and luggage storage.
Explain all the property general information and amenities to Guests as they escort them and their luggage to their room.
Explain all the in-room amenities to Guests before they leave the Hotel Room.
Collect keys from Valet Department and organize on Valet Board.
Collect Valet Tickets from Guests and issue keys to Valet Attendants for vehicle retrieval.
Post charges, such as those for the Business Center services, to ledgers manually, or by utilizing computers.
Sign for any package deliveries for the Hotel guests, ensuring its correct destination.
Keep desk stocked with guest informational supplies, such as maps, promotion flyers, brochures, etc.
Encourage guest completion of the guest satisfaction surveys.
Ensure all guests are treated in an efficient and courteous manner and that all Casino/Hotel standards are applied.
Communicate all job/service-related incidents to supervision promptly.
Ensure consistent adherence to company/departmental policies and procedures and established service standards.
Assist in other job tasks/projects, as directed.
Attend all necessary meetings.
Assist in the training of new team members.
Meet the attendance guidelines of the job and adhere to regulatory, departmental, and company policies.
Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. Hours may be determined by a 24-hour schedule.
Outstanding example of and a credit to Downstream Casino Resort
Provides exceptional customer service to all patrons and communicates in a pleasant, friendly, and professional manner always. Maintains a professional work environment with supervisors and staff.
QUALIFICATIONS/REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
You must be 18 years of age or older upon employment.
High school diploma or its equivalent is required.
Six months of customer service experience required; hotel front desk/guest services preferred.
Knowledge of the casino industry preferred.
Must have a good knowledge of the surrounding community to provide general information and directions to guests.
Must have proficient computer skills.
Must possess excellent communication skills.
Ability to write routine correspondence and to speak effectively to the public, employees, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Must be able to deal effectively and interact well with customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be able to be approved for and maintain a valid gaming license.
Must be able to read, write, speak, and understand English. Must be able to respond to visual and aural cues.
Work nights, weekends and holidays as required.
Employment is contingent upon a favorable outcome of a background investigation and drug screening.
The Downstream Casino Resort Adheres to all applicable Resolutions of the Quapaw Nation. Native American Preference policy does apply. Downstream Casino Resort
Job Tags
Holiday work, Night shift, Weekend work,