Hotel Front Desk/Reservations

 

Responsible for providing outstanding guest service to WinnaVegas customers.  Performs a variety of guest services functions including duties related to telephone, internet, key control, ensuring high-quality guest relations. 

JOB DUTIES:    This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive. 

 | 1.       Greets, registers, and assigns rooms to guests. 2.       Issues room keys to guests. 3.       Responsible for proper key control and other security measures. 4.       Answers telephone professionally. 5.       Transmits and receives telephone messages and sets up guests’ wake-up calls. 6.       Date stamps, sorts, and racks incoming mail and messages. 7.       Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions. 8.       Keep records of room availability and guests’ accounts.  Operates the front office computer system.  Makes photocopies, if needed. 9.       Computes bill, collects payment, and makes change for guests. 10.    Makes and confirms reservations. 11.    Posts charges such as room, food, liquor, or telephone, to guest folio. 12.    Checks out guests and inquiries about their stay. 13.    Promotes and supports WinnaVegas Casino/Resort initiatives. 14.    Actively builds awareness of the Casino/Resort to guests. 15.    Provides and ensures high-quality guest relations.  Receives and resolves guest complaints in a manner consistent with Company policy.  Makes Hotel Manager aware of any guest complaints. 16.    Maintains the highest levels of quality assurance ratings, including guest comment cards, accounting audit, and inspection scores. 17.    Confers and cooperates with other departments as needed to ensure coordination of activities. 18.    Works toward a 90% walk-in conversion rate goal. 19.    Ensures compliance of all company policies and procedures. 20.    Adheres to all safety procedures and informs management of any unsafe conditions. 21.    Attends meetings and training as requested. 22.    Read, understand and adhere to the Winnebago Gaming Compact and Winnebago Tribal Gaming Code, Rules and Regulations 23.    Perform all other job related duties as assigned.

 EDUCATION/EXPERIENCE REQUIREMENTSMinimum Qualifications:
Must have a high school diploma or G.E.D.  Two years customer service experience required with hotel front desk experience preferred.  Must have general knowledge of computers as well as excellent interpersonal and communications skills.  No theft or stealing convictions.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, as well as obtain and maintain a gaming license.

Physical Demands:
While performing the duties of this job, the employee regularly is required to stand for extended periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.

Work Environment:
Work is generally performed in the Resort hotel(s) area with exposure to heat, cold, and Casino setting with exposure to secondhand smoke and a high noise level.  Evening, graveyard, holiday and/or weekend work are required.  Extended hours and irregular shifts may be required.