POSITION SUMMARYTo exceed guest expectations for efficient, knowledgeable and courteous service. Performs check-in and check-out of guests per online or walk in registration. Directs guests to hotel rooms and provides information regarding check out times. Performs daily tasks including guest relations and answering phones.

GENERAL ACCOUNTABILITIESThe following statements are intended as general illustrations of the work in this job class and are not all inclusive.

• Processes guest reservations, registrations, payments and departures services for guests in accordance with approved brand and hotel operating procedures and practices.
• Promotes the value, features and amenities of the property to all prospective guests, (via telephone, computer, or in person).
• Strives to handle all guests’ inquiries, concerns, and complaints in a manner that fully resolves the issue and satisfies the guest.
• Ensures that all cash, check and miscellaneous departments are in balance at the end of each shift. Utilizes proper credit and cash handling procedures in accordance with company policies and procedures.
• Keeps Housekeeping informed of any special requests, late checkouts and special need areas in the hotel.
• Receives and transmits mail, telephone, and written messages for guests.
• Answers inquiries pertaining to resort and casino services, shopping, dining, entertainment, and travel directions.
• Posts room charges, food & beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by company policy.
• Maintains the front desk area in a neat, clean, and safe manner at all times.
• Maintains current knowledge of hotel property amenities and features.
• Complies with all safety and security policies in accordance with Company standards and practices.
• Knows and understands how to handle all types of hotel and guest related emergencies in accordance with Company policy and notification procedures and practices.
• Demonstrates old world hospitality with charm with external and internal guests.
• Use CMP as a tool to assess casino players play and quote rates.
• Become an expert of the player tracking system software.
• Other duties as assigned.

 WORKING CONDITIONSMust have ability to:

• Communicate effectively with all levels of team members, guests and outside contacts.
• Work effectively in a fast paced environment.
• Move around all work areas effectively and efficiently.
• Work long hours, including nights, weekends and holidays.
• Extended time standing and sitting.

JOB QUALIFICATIONSHigh School Diploma or GED equivalent. Basic math and cash handling skills. Demonstrable English speaking skills. Proficiency with personal computers. Excellent customer service skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

 REGULATORY AND COMPLIANCE RESPONSIBILITIESIn addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the casino.
• Obtain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the property’s programs to address problem gambling.
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and internal controls.
• Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Reports any acts of wrongdoing on behalf of any team member that they have knowledge of.
• CMP is player-tracking system that allows us to gather, track, and report mission-critical data. CMP helps you manage and evaluate the database of players in the casino. While using CMP, you must comply with company’s confidentiality policies regarding players information.

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