Summary: Providing a high level of guest service while adhering to the guidelines of the hotel procedures for guest-facing, bell, and shuttle and other services. Ensures the cleanliness and appearance of the hotel front entrance, lobby, public spaces, and handling guest room requests. Provide a positive first and last impression to guests as they arrive and leave the Hotel.
Engagement Expectations:
We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:
- Smile, display energy, and open body language
- Proactively greet team members and guests, initiating interaction to provide service
- Always use a positive parting remark to end the conversation
Essential Job Functions:
- Greet and welcome guests with positive body language and a friendly demeanor in accordance with the 10-5 rule, acknowledging all guests and responding to their service needs with genuine appreciation.
- Assist guests upon arrival and provide helpful information about hotel amenities, services, operating hours, and local attractions.
- Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors, and record advance transportation requests as needed.
- Orient guests to their rooms by explaining key features such as room access, mini-bar, vending and ice areas, in-room safes, and laundry services.
- Handle guest luggage by transporting bags to and from guest rooms or designated bell areas, and managing secure luggage storage and retrieval.
- Deliver items to guest rooms upon request, such as packages, and housekeeping items (hair dryers, irons, laundry/dry cleaning, etc.) and additional amenities such as cribs, blankets and sleeper.
- Safely transporting passengers on demand throughout the shift in the designated company vehicles(including a shuttle bus), assisting with luggage, and ensuring the vehicle is clean and well-maintained.
- Adhering to traffic laws, assisting passengers with entry and exit, communicating with dispatch, and performing pre-trip vehicle inspections.
- Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to the supervisor/manager.
- Ensuring the main lobby, elevator banks, and front entry remain clean and well-maintained.
- Maintain presence in the hotel lobby and ensure the main lobby, elevator banks, and front entry remain clean and well-maintained.
- All other duties as assigned
Qualifications:
- High School diploma or general education degree preferred.
- Previous guest service, front door, or bell service experience in a hotel property preferred
- Previous customer service experience preferred
- Must have a valid driver's license, and driving record must meet the driver eligibility requirements of Rivers Casino's insurance policy.
- Strong customer service skills.
- Knowledge of traffic laws and safety regulations to ensure safe and compliant vehicle operation.
- Excellent communication skills, both verbal and written English required.
- Ability to communicate with Team members and guests
- Ability to be a TEAM player
- Must be able to work flexible shifts, including nights, weekends, and holidays.
Physical and Mental Demands:
- Regularly required to see, talk, and hear; use hands to finger, handle, or feel, and reach with hands and arms.
- Must occasionally move and lift up to 25 pounds.
- Able to work with others while maintaining a positive and courteous demeanor under occasional fast-paced and noisy work conditions.
- Ability to successfully fulfill the pre-employment process
- Ability to obtain and maintain all necessary licensing