BA Amenities Attendant - Seasonal

SUMMARY

This position will represent Big Arm Resort to the guest throughout all stages of the guests stay. Determines a guest’s reservation status and identify how long the guest will stay. Helps guest complete registration cards and then assigns cabins, accommodating special requests whenever possible. Verifies the guest’s method of payment and follows established credit-checking procedures. Places guest and cabin information in the appropriate Amenities racks and communicates this information to the appropriate resort personnel. Works closely with the housekeeping department and Facilities in keeping cabin status reports up to date and coordinates requests for maintenance and repair work. Must be sales minded. Present options and alternatives to guests and help in making choices. Knows the location and types of available cabins as well as the activities and services of the property. Greet and interact with customers. Process transactions and sell cigarettes and all other amenities offered. Communicates with marina staff if marina slip is rented.

DUTIES & RESPONSIBILITIES

• Customer Service position that deals with guests, other public entities, and all employees of S & K Gaming LLC properties.
• Greet and interact with customers.
• Process transactions.
• Registers guests and assigns cabins and/or RV spaces.
• Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of cabins or RV spaces for reservations.
• Understands cabin and RV status, cabin, and RV status tracking.
• Knows cabin, RV locations, types of cabins, RV spaces available, and cabin, RV space rates.
• Knows how to check and communicate availability of cabin types and rate classes.
• Uses suggestive selling to sell cabins and to promote other services of the resort.
• Thoroughly understands and adheres to proper credit, check/cash payment, and cash-handling policies and procedures.
• Processed reservations are processed from all avenues including telephone, fax, e-mail, and travel agents.
• Understands and can process group block/cabin list reservations.
• Follows proper procedures for processing Preferred Corporate rates including company name and information for tracking purposes.
• Processes cancellations and modifications promptly.
• Understands cabin and RV policy on guaranteed reservations and no-show charges.
• Ability to process and monitor advanced deposits.
• Coordinates cabin status updates with the housekeeping department by notifying housekeeping of check-outs, late check-outs, early check-ins, special requests and part day cabins and RV spaces.
• Processes guest check-outs.
• Knows how to use Amenities office equipment and programs.
• Uses proper telephone etiquette.
• Uses proper mail, packaging, and message handling procedures for guests.
• Promotes goodwill by being courteous, friendly, and helpful to guests, managers, and coworkers.
• Will deliver the highest level of responsive, courteous, and effective customer service.
• Always wear appropriate uniform as prescribed by company policy and maintain personal cleanliness.
• Reports any unusual occurrences or requests to the Amenities Supervisor, Hotel Manager or Facilities department.
• Maintain a teamwork effort.

• Clean working area, Amenities office and maintain all equipment.
• Periodic cleaning projects.
• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Technology skills include POS/cash register, phone equipment.
• Very organized and detail oriented.
• Ability to multi-task.
• Must possess excellent customer service, excellent communication skills, and great telephone etiquette.
• Problem solving and decision making.
• Skill in observing situations and decision making.
• Remains calm under pressure and in stressful situations.
• Must be able to work with people and be courteous and timely when handling customers.
• Knows all safety and emergency procedures and is aware of accident prevention policies.

EDUCATION AND/OR EXPERIENCE

• High School diploma, GED or equivalent is required.
• Must be able to read and understand written instruction.
• Six (6) months of computer experience is required.
• Previous cash handling experience is required.