Responsible for welcoming casino resort guests in a warm, professional and friendly manner. Handle all phases of processing hotel reservations. Act in a sales capacity by always promoting and upselling the property. Ensure flawless, fast, accurate service is provided during each employee-guest encounter and at service point. Effectively resolve guest complaints and de-escalate conflicts to the benefit of the guest, department and company. Role model to fellow colleagues and other department employees and management. Assist and support department and division employees and management to deliver an exceptional overall guest experience.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Create and ensure a fun-filled, sophisticated and exciting environment where the flawless delivery and execution of service excellence is paramount.
Participate as a team player.
Act as a role model using consistent, approachable demeanor and script when answering phones.
Remain exceptionally calm and focused under pressure, setting an example for the department.
Learn the habits and preferences of repeat and VIP guests, and use knowledge to enhance guest experience beyond expectations.
Maintain a safe, secure and comfortable environment for our guests and employees.
Ensure all guest contact is courteous, informative, individualized and thorough. Make certain the delivery of exceptional upscale guest service to VIP guests, clearly setting them above the rest, while providing superior guest service to all guests both external and internal.
Book a variety of reservations, including packages, group business, and casino comps.
Ensure that all reservations are guaranteed with a credit card or cash deposit.
Help streamline departmental operations by regularly providing feedback on policies and procedures, work processes and program effectiveness and value.
Ensure that all duplicate reservations are voided.
Administer superior guest service to all guests by anticipating guest needs.
Responsible for the processing of hotel reservations and pre-assigning rooms and suites if necessary.
Maintain a professional, clean and organized work environment.
Reports any incidents to supervisor, security or manager.
Maintains confidentiality at all times.
Takes corrective action to prevent and discourage any immoral or unlawful situations, violations of company or department rules.
Reviews status and progress with supervisor.
Achieve occupancy and revenue goals.
Complete all reports accurately and on time.
Display excellent phone, computer and SMS Hotel system knowledge, and use same to enhance guest experience and employee satisfaction.
Maintain and constantly acquire thorough knowledge of the property, community, "to & from" directions and special events in order to accurately provide guests with information they may need or like to obtain.
Make self available and provide assistance and support to overall company operations in case of a critical situation or emergency.
Present the company to others in a positive way: project respect, integrity, commitment, humility and encourage others to do the same.
Perform other tasks as assigned by management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
Three to six months related experience and/or training; one year certificate from college or technical school; or equivalent combination of experience and education.
Must be at least 18 years of age.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
Cache Creek Casino Resort Tribal Gaming License.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.
The noise level in the work environment is usually moderate.
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