Responsible for welcoming casino resort guests in a warm, professional and friendly manner. Escort guests to their room, deliver luggage to the guest rooms, orient guests to the casino resort by explaining facilities, services, amenities, and surrounding areas, anticipate guest needs and assist, explain room features, provide ice upon check in. Assist guest during room changes, maintain room security during this process. Upon request, tour prospective guest to the property. Help maintain safe and secure storage of guest luggage and belongings in the luggage room by accurately accounting for items, properly tagging and storing them. Pick up guest luggage from guest room and deliver to guest vehicle or to the luggage room.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Create and ensure a fun-filled, sophisticated and exciting environment where the flawless delivery and execution of service excellence is paramount. Ensure all customer contact is courteous, informative, individualized and thorough. Deliver exceptional upscale customer service to VIP guests, clearly setting them above the rest, while providing superior customer service to all guests both external and internal. Foster teamwork and act as a role model using a consistent, approachable demeanor and clearly articulate information. Remain exceptionally calm and focused under pressure, setting an example for the division and the division. Responsible for welcoming casino resort guests in an elegant, professional and friendly manner. Learn the habits and preferences of repeat and VIP guests, and use such knowledge to enhance guest experience beyond expectations. Maintain exceptional grooming standards, be in proper well maintained and pressed uniform, and wear name tag as defined in standards. Set example for appropriate conduct in a service culture by refraining from; having personal conversations with other employees while on duty or while in front of the house locations, counting personal money in view of guest or in front of the house locations. Direct full attention to guest needs. Anticipate guest needs and approach pleasantly to assist. Assist guests in a polite, courteous manner, anticipate guest needs and questions, provide assertive hospitality, answer inquiries, ensure proper handling of phone calls according to scripts and guide lines, display excellent phone etiquette. Transport guest luggage and belongings to appropriate accommodations after registration process is complete, and room is ready to occupy. Pick up guest luggage and belongings upon departure, transport to guest vehicle or deliver to luggage room for storage; properly, clearly, and accurately tag luggage. Inform guests of casino and resort facilities and services available using prescribed terminology and script.
Introduce accommodations to guests and explain accommodation amenities; i.e. climate control, mini bar, TV and movie system, closets, safe, etc. Anticipate guest needs and questions, and assist guests; offer guests if they would like ice; provide ice if requested. Alert hotel shift manager and security of any suspicious activity or people immediately. Assist guests with room changes and maintain room key security. Accurately and carefully load and unload tour, group, junket etc. luggage and items. Ensure all luggage is properly tagged, accounted for, and delivered. Assist Bell Captain in accurate tracking and logging of Bell activity, complete required room slip information and submit to Bell Captain after each “front”. Responsible for storage and retrieval of luggage as assigned by the Bell Captain. Report discrepancies, problems or potential improvements to your supervisor immediately. Report any immoral and unlawful situations, violations of company and department rules immediately to your supervisor. Does not share or repeat information or knowledge gathered at work about a guest or an employee to others unless reporting an incident to supervisor, security or manager. Excellent disposition and personal presentation. Sophisticated, service oriented, and outgoing personality.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Must be at least 18 years of age.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
Cache Creek Casino Tribal Gaming License
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job with or without reasonable accommodations.
While performing the duties of this Job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to climb or balance. The employee must regularly lift and /or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Reading of a guest luggage tags and other documents. Identify guest at a distance, establish eye contact and service. Identify color codes on the tickets and computer screen and process accordingly. Monitor and react to the activity in the front lobby. Identify first in line guest to service in proper order. Switch focus from computer screen to document to guest and back.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.
While performing the duties of this Job, the employee is regularly exposed to second hand tobacco smoke. The employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate.