Resort Guest Services Attendant/Bell Person

PORT MADISON ENTERPRISES

SUQUAMISH CLEARWATER CASINO RESORT

Resort - Guest Service Attendant/Bell Person

General Position Summary:

Provides service to guests from the initial point of contact, through and including reservations, PBX, checking guests in and departure transactions. Maintains a spectacular service level, while promoting the highest level of guest satisfaction. Responds in a professional and courteous manner to all guests' questions and requests. Responsible for greeting guests at the front entrance to the hotel and courteously transporting their luggage to the Front Desk and to the guest's room. Accommodates guest' request during their stay.

Essential Functions/Major Responsibilities:

• Projects and exemplary customer service image at all times and in a service-oriented manner in keeping with the standards

• Conscientiously reviews hotel information and/or availability in an effort to provide accurate information to potential and returning guests

• Responsible to enter accurate data utilizing the hotel's reservation system

• Responsible to provide future reservation confirmations to guests

• Responsible to process all financial transactions in an efficient manner

• Check guest in and out of the hotel

• Confirms full payment at check out

• Directs guests to daily functions within the hotel and throughout Port Madison Enterprises (PME)

• Completes all required shift procedures

• Coordinates the billing of no-shows and credit issuance with the Front Office Management Team

• Coordinates room blocks with Sales Department and other PME divisions

• Transports luggage for arrival and departures including to vehicles

• Explains accommodations and equipment to guests upon entry into the hotel room; informs guests of proper operation of room locks; televisions and thermostats

• Delivers messages and/or packages to meeting rooms and guest rooms

• Maintains a working knowledge of the Suquamish Clearwater Casino facilities as well as special promotions in order to advise guest of the same

• Possesses a good working knowledge of all room locations, types, and special features

• Routinely inspects public areas including restrooms, elevators and front entrances and may perform light janitorial duties as necessary to keep areas clean and debris free

Secondary Functions:

• Performs routine administrative duties for guests as needed (i.e., copies and faxes, etc.)
• Possesses the ability to provide thorough resort and casino directions to guests
• Ensures front desk area is neat and well stocked for the next shift
• Assists with preparing collateral information packages for Sales & Catering Manager and Spa Manager, as necessary
• Prepares key check inventory
• May assist with ticket distribution a "will call" scenario
• Demonstrates a "Can Do" approach to all matters especially those involving direct guest contact and strives to achieve Clearly Superior Customer Service/relations
• Attends all department meetings and may be required to attend marketing meetings in an effort to remain current with promotions, etc.
• Communicates clearly with guests and co workers
• Attends all vendor and company sponsored training
• Performs other duties as deemed necessary

Specific Job Skills:

• Ability to learn and efficiently utilize the facility's reservation software program
• Ability to answer multi-line telephone system
• Competent organizational skills
• Read, write and speak English fluently
• Ability to communicate in an effective and positive manner with the public and facility personnel and ability to problem solve
• Computer literate with strong mathematical skills
• Constant attention to detail and ability to meet deadlines as required
• Must be able to maintain confidentiality regarding guests' credit information and takes all steps necessary to protect personal data
• Demonstrate ability to type a minimum of 50 wpm

Education and/or Experience:

High School diploma or equivalent with one (1) year of hospitality/customer service experience and some college courses in hotel management preferred. Must be computer literate as demonstrated by completion of an assessment. CPR Certification, Valid Driver's License.

Job Conditions:

Working conditions include working in an office setting with a computer, telephone, fax and other office equipment. Other working conditions may include working alone, or in a busy office with frequent interruptions. May have access to other management offices as needed to perform duties. Ability to adjust working schedule to meet the needs of the business, which may involve covering shifts on short notice.

Physical Requirements:

Ability to lift up to 75 lbs. while standing, twisting, or bending. Must be able to stand and/or sit for extended periods of time. This position will require working evenings, some weekends, and holidays in an effort to support the needs of the business and will involve working outside in cold and hot temperatures.