Overview
Why We Need Your Talents
Check in/Check out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to insure a seamless experience for the guest.
Responsibilities
Where You''ll Make an Impact
Maintain complete knowledge at all times of the following:
- All hotel features/services, hours of operation
- All room types, numbers, layout, décor, appointments and locations
- All room rates, special packages and promotions
- Daily house count and expected arrivals/departure
- Room availability status for any given day
- Scheduled daily group activities
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
- Answer department telephone within 3 rings; using correct greeting and telephone etiquette
- Promote positive guest relations for information in a congenial manner
Process all guest check-ins according to established hotel requirements:
- Confirm reservation in system and review all noted information
- Be able to complete a "walk-in" reservation for guest with no prior room reserved.
- Obtain back up information for guest credit/payment method and input into system; collect cash when designated
- Assign guest room
- Advise guest of any messages, mail, faxes, etc. that was received for them
- Inform guest of room safe and mini bar key and room key procedures
- Issue parking passes/validate valet parking tickets and enter information in the computer
- Communicate services and amenities included in packages to guests on packages
- Obtain proper identification for tax exempt guests and attach from to registration card
- Obtain guest signature for designated paper work
- Obtain bell person to escort guest and transport their luggage to the room
- Maintain guest history files on all guests
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities
- Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, com)
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for "walking" guests
- Accommodate room changes expediently
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction
- Offer detailed information on the voicemail system to callers and guests wishing to leave a message
- Accept and record wake-up call requests; deliver to PBX.
- Block rooms in the computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel (i.e.. Special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
Process all check-outs according to established hotel requirements listed:
- Resolve any late charges
- Present folio to guest and resolve any disputed charges
- Settle guest accounts following accounting procedures
- Retrieve guest room key from guest
- Handle requests for late check-outs according to established hotel procedures
- Conduct group check-ins/outs according to established hotel procedures
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
- Adhere to all cashiering procedures as listed below:
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
- Make change for guests
- Cash guests'' personal checks/travelers checks
- Post Charges
- Settle room accounts
- Run closing reports
- Count bank at the end of their shift
- Complete designated cashier reports
- Balance receipts
- Drop receipts
- Secure bank
- Legibly document pertinent information in the log book
- Other duties as assigned.
Support Duties:
- Assist PBX with switchboard duties
- Assist with reservation calls. Process, record and follow up and details relative to such
- Provide Concierge service when no Concierge is available
- Assist in other Front Office areas as assigned
- Provide guest room tours
- Legibly document maintenance needs on work orders and submit to the Manager
Qualifications
Skills You''ll Need to Suceed
- Able to read and interpret instructions and direction for guest
- Able to communicate without impediment with guests and staff in all areas relating to guest service
A Few Must Haves
- A high school diploma or GED equivalent. Retail customer service training would be a plus.
- One (1) to three (3) years previous experience in a hotel or high end retail environment is required.
- Must be able to comply with all state gaming regulations, which may include obtaining a license.
Perks We Offer You
- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
- Free Basic Life Insurance
- Free Short Term & Long-Term Disability
- Retirement Savings with Company Match
- Generous Bonus Structure
- Annual Merit/Goal Based Pay Increases
- Leadership Skills Development & Mentorship Programs
- Tuition Reimbursement
- Free parking
- Free food and discounted meals
- Exclusive Discounts on Travel, Services, Goods and Entertainment
Physical Requirements
- Lifting up to 20lbs
- Pushing/Pull up to 20lbs
- Carry up to 20lbs
- Some Bending / kneeling
- Frequent Walking
- Frequent Standing
- Some Sitting
- Climbing steps
Life at Live!
- 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
- You will work in an environment where smoking is allowed.