Responsibilities:
- Enhances the guest experience by providing exceptional service.
- Responds to inquiries regarding property - i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
- Relays "guest requests" to appropriate staff.
- Enters text messages for guests into the property's management system as requested; relay guest messages.
- Ensures calls are answered promptly and in accordance to department standards.
- Follows established emergency procedures and acts as a communications link in emergency situations.
- Answers fax and email inquiries.
- Confirms and modify reservations.
- Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
- Greets, registers, assigns rooms, and issues keys to arriving guests.
- Assists guests in fulfilling their requests - room changes, extra amenities, etc.
- Makes and confirms reservations.
- Posts charges to guest folios.
- Assists guests in resolving complaints.
- Maintains a cash bank, cash checks, issue change.
- Receives cash, checks, and credit cards for payment of services.
- Processes complimentary transactions with supporting documentation.
- Processes and submit end-of-shift reports.
- Contacts Housekeeping and Facilities department when guests report room issues.
- Reviews folios with guest ensuring accuracy; perform checkout.
- Adheres to department and property policies and procedures.
- Offers luggage assistance.
- Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
- Issues all coupons.
- Maintains knowledge of current marketing promotions and events.
- Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
Competencies:
- Must project a professional and positive image.
- High energy level.
- Excellent non-verbal communication skills - good posture, able to establish eye contact, and positive body language.
- Must project a professional and positive image.
- Ability to handle and carry out instructions.
- Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
- Must be able to maintain composure under stress in a fast-paced work environment.
- Must be able to stand for long periods of time.
- Ability to work a flexible schedule.
- Excellent interpersonal and communication skills.
- Must be able to communicate clearly and effectively with all Hard Rockers and guests.
- Ability to understand and promulgate written memos, instructions, regulations.
- Basic reading and math skills.
- Proficiency in typing.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.