TITLE: Front Desk Associate
DEPARTMENT: Lower Sioux Lodge Operations / Sales & Marketing
REPORTS TO: Lower Sioux Lodge Operations Manager/Supervisor
EXPERIENCE AND QUALIFICATIONS PROFILE: PBX experience, telemarketing and customer service skills. High School diploma or equivalent. Previous experience in hospitality industry, computer knowledge. ESSENTIAL FUNCTIONS: 1. Treats guests in a friendly and helpful manner. 2. Provides information to guests about hotel policies, services and amenities. 3. Responds to requests from guests for assistance and information. 4. Provides information to guests about the local area (e.g., directions, places to eat). 5. Sells rooms to “walk-in” customers. 6. Enters and/or changes reservation information in computer system. 7. Post charges to guest accounts. 8. Processes payment from guests. 9. Informs housekeeping department about room status/availability. 10. Cleans the front office area. 11. Maintains daily logs and follows hotel standards for security and safety. 12. Balances shift work and cash drawers. 13. Completes Training Program and passes quarterly certification. 14. Maintains Front Desk standards. 15. Receives reservation request by telephone or letter and accepts or rejects such requests. 16. Maintains friendliness and courtesy at all times. 17. Maintains and submits required records and reports and maintains the confidential nature of matters pertaining to company records and policies. 18. Answers all in-bound calls and maintains guest messages. 19. Identify calls and properly execute to correct location. 20. Maintain sales and reservation standards. 21. Creates reservations for group blocks. 22. Inventory. 23. Delivers Express Checkout folios. 24. Performs PBX duties as needed. 25. Performs other duties and responsibilities as assigned. 26. Regular attendance necessary. 27. Regular punctuality necessary. 28. Available and willing to work any changes in hours on the schedule at anytime during employment.
NON-ESSENTIAL FUNCTION: Present oneself as a credit to Jackpot Junction Casino Hotel and encourage others to do so also.
SKILLS, KNOWLEDGE AND ATTRIBUTES: 1. Computer skills. 2. PBX experience. 3. Telephone etiquette. 4. Excellent guest service skills. 5. Able to juggle more than one task at a time. 6. Knowledge of geographical area helpful.
PHYSICAL REQUIREMENTS: 1. Mobility throughout the facility. 2. Ability to drive a vehicle. 3. Uniform required.
ETHICS CODE: I will not offer, solicit or otherwise enter into any agreement or transaction for personal use or advancement with any vendor or potential vendor. All gifts and inducements, even those classified as advertising novelties, will be refused. I understand that there can be no conflict of interest between myself and vendors or potential vendors.
DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).