Mar 15, 2019

Hotel Night Auditor

$15.17 hourly
  • Cache Creek Casino Resort
  • Brooks, CA, USA
Full time Customer Service

Job Description

Summary

Responsible for welcoming casino resort guests in a warm, professional and friendly manner. Handles the room assignment, control and processing of hotel reservations, prioritize room assignments according to player gaming value and guest requests, handles phone inquires , registers guests, collect payment, handles room changes, reviews balances, settles guest accounts, checks guests out, monitors housekeeping cleaning progress, provides assistance and direction. Monitors rooms reported vacant and due out, settles guest folios and checks out rooms. Reviews all front desk transactions and ensures accuracy prior to date roll. Completes audit reports and processes. Brings transaction problems, system and process gaps, and training needs to supervisor and manager’s attention with supporting printouts. Assist and supports department and division employees and management to deliver an exceptional overall guest experience. 

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

Creates and ensures a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount. Ensures all customer contact is courteous, informative and thorough. Delivers superior customer service to all guests both external and internal. Fosters teamwork and acts as a role model using a consistent, approachable demeanor and clearly articulates information. Remains exceptionally calm and focused under pressure, setting an example for the department and division. Responsible for welcoming casino resort guests in a warm and friendly manner. Learns the habits and preferences of repeat and VIP guests and uses knowledge to enhance guest experience beyond expectations. Responsible for the efficient operation of the rooming process including arrangements such as the pre-registration and final check-in of casino and VIP guests based upon time of arrival, special requests and play based value. Collects payment, files documents, reviews balances and settles guest and group accounts, checks guests or groups out  ,inspects days transactions, finds discrepancies and errors, documents and corrects errors, communicate improvement opportunities to supervisor and manager with proper documentation.

Completes nightly reports, audits, and date roll process. Prepares packages, including ordering, banking, and reconciliation of coupons. Coordinates check-in and check-out times and luggage delivery and pick-up schedules. Ensures accommodations are cleaned by Housekeeping before keys are issued.

 

Responsible for posting charges and settling folios, resolving due-outs and completing express check-outs. Receives cash, checks, debit and credit cards in payment, obtaining proper approval and authorization. Maintains an operating bank, renders bills and issues change. Handles special requests and services for guests, arranges and follows up on reservations which include but are not limited to; transportation, shows, events, spa, golf tee times, restaurant reservations, flowers, and other arrangements for special occasions. Responsible for safe keeping and delivery of messages, mail and packages left for guests and departments. Regularly completes the non-zero balance report. Regularly receives incoming phone calls and all other inquires and resolves them to satisfaction. Maintains accuracy within accommodation availability. Helps streamline departmental operations by regularly providing feedback on policies and procedures, work processes and program effectiveness and value. Provides direction and support for front line Guest Registration, VIP Registration, Casino Marketing, Front Service and Housekeeping personnel. Completes nightly audit process, prepares and forwards reports, identifies problems and discrepancies, appropriately resolves problems and discrepancies prior to date roll, communicates process, procedure, and training opportunities to supervisor and manager. Accurately completes date roll process without fail. Administers superior customer service to all guests. Maintains knowledge of the property, community, “to & from” directions, and special events in order to accurately provide guests with needed information. Provides guests through and accurate property tours. Assists coworkers within the department and the division to enhance guest experience. Willingly makes self available to provide assistance and support to overall company operations in case of a critical situation or emergency. Helps to maintain and enhance a safe, comfortable and clean environment for our guests and employees. Able to work in a cigarette/cigar smoke filled environment. Maintains a positive, proactive and constructive approach in handling both personal and business issues. Presents the company to others in a positive way; projects respect, integrity, commitment, humility and encourages others to do the same. Keeps all guest and non published department information confidential. Empowered to ensure customer problems or complaints are resolved in a prompt, courteous and efficient manner. Demonstrates a positive demeanor to customers, both internal and external, at all times. Supports coworkers, supervisors and managers to achieve and maintain an efficient operation and fast delivery of exceptional service. Able to stand and perform job duties on feet for long periods of time. Must be willing and able to work a variety of day/night and weekend/holiday shifts. Must be able to work independently. This job entails physically demanding job tasks; including but not limited to lifting, carrying, loading, unloading, pulling and pushing heavy objects. Complete checklist of the physical and mental demands incumbent on this position, as well as the working conditions under which these duties are performed in available for candidates and employees.

Those demands and conditions occurring on a consistent basis are deemed essential to the performance of this position’s essential duties.  Excellent disposition and personal presentation.  Sophisticated, service oriented and outgoing personality

 

Supervisory Responsibilities

This job has no supervisory responsibilities.

 

Qualifications

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

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

 

Age Requirements

Must be at least 21 years of age.

 

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Certificates, Licenses, Registrations

Cache Creek Casino Tribal Gaming License.

 

Physical Demands

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 sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk and climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 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 computer screen, guest registration card and other documents.  Identify guest at a distance, establish eye contact and service.  Identify color codes on the 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.

 

Work Environment

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 occasionally exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate. Populated front lobby and busy phone and office environment.


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