Front Office Attendant
Job description
Every employee of North Star Mohican Casino Resort is expected to greet and service our customers in a friendly, respectful manner and create a warm, fun atmosphere so that our customers feel welcome and enjoy visiting our establishment. North Star Mohican Casino Resort strives to provide a positive team environment where everyone contributes.
GENERAL RESPONSIBILITIES:
Perform the duties and activities of the front desk throughout the shift as well as handling PBX and reservations. Work closely with the Valet/bell staff and with all other departments of the hotel to ensure a great experience for the guests.
DUTIES:
- Must attend all training as required by North Star Mohican Casino Resort.
- Must adhere to all established rules, regulations, procedures, and policies of North Star Mohican Casino Resort and the Hotel Department.
- Must participate in employee random drug testing program.
- Must be able to work with a variety of people with diverse personalities.
- Must attend all meetings, as required by the organization.
- Must wear the approved departmental uniform.
- Must be reliable and prompt when reporting to work.
- Must maintain compliance with all workplace policies, procedures, ordinances, laws, and other communicated expectations, including but not limited to: Employment Manual, Gaming Ordinance, State Gaming Compact, Minimum Internal Controls, Department Procedures, memos and other communication from supervisory or regulatory personnel.
- Answer and process all incoming calls while maintaining a positive and professional image for the property.
- Check bulletin board and logbooks for all pertinent and updated information.
- Forward messages and faxes as needed to guests and various internal departments in a timely manner.
- Must be completely familiar with all the different types of rooms, suites, room rates and room packages, special offerings, and amenities.
- Be knowledgeable and familiar with the resort’s activities, other venues and its hours of operation and promotions.
- Record and follow up on guest requests.
- Use of a radio to communicate between security, facilities in emergency and non-emergency situations.
- Be familiar with optional overnight accommodations in the area and their phone numbers in the event the hotel is booked or over booked.
- At all times maintain a presence at the front desk with a smile when on duty.
- Always use the guest’s name whenever possible.
- Respond to guest inquiries in an efficient, courteous, and professional manner.
- Use proper language and phone etiquette when dealing with guests or peers.
- Adhere to the highest service standards to offer the resort guests an optimum hospitality experience.
- Greet and register guests upon their arrival and issue room key.
- Review all special requests and handle as appropriate. Extra pillows, wake up calls etc.
- Report pertinent information to the hotel Front Office Coordinator or Manager.
- Receive and record payments (credit cards, cash, etc.) and post guest charges of all types to their account.
- Be cognizant of the traffic flow in the lobby for efficiencies and guest satisfaction.
- Carry out all assignments received from the Front Office Coordinator or Manager.
- Book reservations per procedures over the phone for individual guests, groups, or organizations.
- Works closely with the Front Office Coordinator and Front Office Supervisor to ensure availability of room blocks for groups and their requirements.
- When dealing with a guest complaint, demonstrate active listening skills and try to remedy the situation to the satisfaction of the guest. If not successful, turn the situation over to the supervisor.
- Interact and communicate with guests, peers, and other departments.
- Keep front desk and PBX area clean and orderly throughout the shift. Prioritize and handle multiple tasks at the same time.
- Assume the duties of other team members when there are staff shortages or simply assist them.
- Complete end of shift paperwork and make bank deposit. Keep your bank always secured during the shift.
- Return all telephone messages in a timely manner.
- Respond to guest inquiries in an efficient, courteous, and professional manner.
- All other assigned duties.
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