Posting: In House Only. Only members of the Saginaw Chippewa Indian and SELC/SECR team members may apply. Rate of Pay: $14.07 Position Summary: Under the supervision of the Saganing Front Desk Supervisor, check guests in and out of the Saganing Eagles Landing Hotel in a friendly, professional manner, using the hotel computer system. Answer guests questions about hotel, casino, and local area attractions. Essential Duties and Responsibilities:
- Handle guest concerns and requests to ensure the guests full satisfaction.
- Book, change and cancel all reservation requests for a guest.
- Complete the Front Desk daily shift checklist.
- Balance bank at end of shift; notify Supervisors or Managers of any discrepancies immediately.
- Give guests their messages, packages, and faxes, and maintain log accordingly.
- Work with other team members to maintain the best service standards available.
- Upsell guests on rooms, service and amenities.
- Exercise the Four Service Drivers and SECR Core Values at all times.
- Practice Saganing Hospitality Rules with every internal and external guest.
- Assist in maintaining a pleasant environment by removing and disposing of trash, cleaning up spills and clutter, and keeping work areas organized.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
Contacts/Purpose of Contacts:
- Contact with guests to service and assist them in a professional manner that reflects the high standards established at the Saganing Eagles Landing Hotel.
- Contact with departmental management in communication of day to day operations.
- Contact with other team members to ensure excellent guest service.
Minimum Qualifications:
- High School Diploma or GED.
- Must be at least 18 years of age.
- One year customer service experience and cash handling experience.
- Must be able to pass a typing test of at least 20 wpm.
- Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.
Desired Qualifications:
- Hotel Front Office operations experience.
License, Certification, or Special Requirements:
- Native American preference shall apply to all positions.
Knowledge, Skills, and Abilities:
- Knowledge of all necessary hotel computer programs and software.
- Knowledge of hotel emergency procedures.
- Knowledge of principles and practices regarding guest service in the hotel industry.
- Knowledge of location, surrounding area, and places of interest.
- Skill in using hotel software.
- Skill in providing excellent guest
- Ability to maintain friendly, professional, and outgoing demeanor.
- Ability to communicate clearly and effectively.
- Ability to apply basic mathematical skills.
- Ability to solve practical problems and deal with guest situations.
- Ability to understand and interpret a variety of instructions.
- Ability to exhibit strong organizational skills and time management skills.
- Ability to present a friendly and outgoing personality, enjoy working closely with others and willing to provide a positive experience to hotels guests.
Physical Demands:
- Frequent use of hands, wrists, fingers associated with computer operation.
- Required to stand or walk for up to 8 hours per day.
- Ability to sit, stoop, kneel, or crouch while performing duties.
- Ability to use hands to finger, handle or feel.
- Ability to use arms to reach.
- Ability to talk and listen.
- Occasional requirement to lift/move up to 25 pounds.
Work Environment:
- Frequent walking, standing, and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino and constant machine and crowd noise.
- Evening, weekend and holiday shifts required.
- Extended hours and irregular shifts may be required.