POSITION SUMMARY Provides hospitality in a friendly manner in accordance with SRTC Guest Service Standards. Greets and assists each guest in a friendly and courteous manner when processing registrations and check-outs, as well as providing information and directions to guests regarding all services available on property. Takes ownership of guest challenges and resolves guest issues using service recovery tools. Cross trains in call center, answering SRTC phones, directing calls, making reservations and answering general questions.
ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.
Ensures that all guests are greeted and offered friendly and professional service in a timely fashion. Performs registering guests into the hotel and assigning appropriate rooms. Provides a detailed explanation of all hotel facilities and amenities. Communicates check-in and check-out status to the housekeeping department, to include special requests. Pre-assigns rooms for special requests. Maintains an organized, accurate reservation system for individual and group room bookings. Performs cashiering duties as needed. Answers telephones promptly and courteously. Route calls appropriately. Serves as a first point of contact for internal and external guests. Answers and directs incoming calls to appropriate individuals and/or departments, greeting and directing guests and performing other clerical duties. Operates phone console equipment and overhead paging systems, where applicable. Reads all information posted on the front desk bulletin board and shift binder. Obtains forms of payment for all registered guests. Performs credit checks in accordance with department standard operating procedures. Enthusiastically sells property. Offer information on dining options, guest rooms/suites upgrades, banquet/meeting space, gaming floor, and casino events. Promote, explain the benefits, and enroll guests in Sun Club membership. Acknowledges current Sun Club members and recruit new member sign-ups. Remains up to date on casino promotions, events, Sun Club benefits applicable to the various levels of membership card, in order to provide exemplary guest service. Assists guests with casino event/promotion participation. Ensures security of all confidential guest information Files folios and complete daily paperwork. Set wake-up calls, where applicable. Communicates with sales department to ensure proper handling of group bookings. Answers phones with a smile and professional greeting, directing calls to appropriate team member or department. Make reservations. Update Sun Club tracking system to ensure addresses, photo ID and contact information is up to date. Checks out bank following STRC cash handling policies, and performs cash handling duties appropriately. Utilizes chemicals and supplies to clean and sanitize workstations and lobby areas as needed or directed by Hotel management. Complies with all policies and procedures set forth by STRC and hotel management. Participates in the resolution of disputes and notifies the supervisor when necessary. Exemplifies STRC's guest service standards and expectations. Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures. Perform all other duties as assigned. GENERAL CONDITIONS Must have the ability to adapt to different situations and change in work processes to accommodate guest needs. Demonstrate the ability to take constructive feedback. Excellent communication skills both written and verbal. Read, write, and speak English fluently. Strong understanding of proper business etiquette and interactions. Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts. JOB QUALIFICATIONS Must be at least eighteen (18) years of age. One (1) year guest service experience. Hospitality and/or Hotel front desk experience preferred. Proficient in using Microsoft Office Suite applications and Lodging/Property Management Systems. Cash handling/bank drawer experience preferred. Excellent time management and organizational skills. Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays. REGULATORY AND COMPLIANCE RESPONSIBILITIES In addition to the other duties described herein, each team member has the following responsibilities related to compliance with laws and regulations:
Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license. Attend required training sessions offered by the Spokane Tribe Casino. Perform the duties described in compliance with local laws and regulations. Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino. Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products. Refer to the Internal Control System and Policy Manuals for guidance. Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management. Uphold high standards of ethical behavior and uphold a high level of confidentiality. Demonstrate an understanding of the impacts of problem gambling and have knowledge of the Casino's programs to address problem gambling. WORK ENVIRONMENT and PHYSICAL REQUIREMENTS The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
Must be able to:
Physically access all areas of the property and drive areas with or without reasonable accommodation. Maintain composure under pressure and consistently meet deadlines with internal and external guests and contacts. Frequently stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. Regularly lift, move, push or pull up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and the ability to adjust to focus. Work in a fast-paced, time-demanding, and busy environment. Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music and public announcement system, as is common in a Casino and/or Hotel environment.
