Feb 15, 2019
Responsible for welcoming casino resort guests in a warm, professional and friendly manner. Resolves guest inquiries, guest issues or problems to mutual satisfaction, provides information about activities, events and promotions, makes reservations for activities, events, restaurants, spa, golf and all other guest needs. Monitors flow in the lobby and react and resolves congested areas by providing immediate support. Handles suite and room assignments, pre-registration, and processing of all hotel reservations, prioritizes suite and room assignments and readiness according to player gaming value and guest requests, registers guests, collect payment and verifies complimentary status, gets approvals for late check out requests, reviews balances, ensures all charges are in corresponding complimentary or guest accounts prior to guest review, checks guests out, provides complete and exceptional assistance, service and direction, learns repeat guest and VIP preferences and ensures they are delivered beyond guest’s and company’s expectations each and every time by personally coordinating with proper departments. 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, individualized and thorough. Delivers an exceptional upscale customer service experience to VIP guests, clearly setting them above the rest, while providing 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 division and the company. Responsible for welcoming casino resort guests in a sophisticated, professional 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, and checks guests or groups out. Prepares packages, including ordering, banking, and reconciliation of coupons. Coordinates check-in and checkout times and luggage delivery and pick-up schedules.
Ensures accommodations are cleaned and inspected by Housekeeping one hour before VIP guest ETA. Ensures accommodations are cleaned by Housekeeping before keys are issued. Responsible for posting charges and settling folios, resolving due-outs and completing express checkouts. Ensures all charges are posted to appropriate folios at all times. Receives cash, checks, debit and credit cards in payment, obtaining proper approval and authorization. Maintains an operating bank, renders bills and issues change. Handles all 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. Reviews VIP guest preferences, ensures and confirms that all guest preferences are satisfied before VIP guest arrival. Responsible for safekeeping and delivery of messages, mail and packages left for guests and departments. Completes the non-zero balance report. 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. Administers superior customer service to all guests. Maintains an exceptional knowledge of the property offerings and operating hours of different outlets, knows the community and property history, “to & from” directions, property special events calendar, and events in Sacramento, Davis, Vacaville, and other surrounding areas, provides accurate and complete information to all guests. Provides guests through and accurate property tours. Assists coworkers within the department and the division to enhance guest experience. Monitors lobby traffic flow and reacts to congestions by providing support where needed. 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 an exceptionally 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.
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 21 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 calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
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
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; walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to 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.
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 equipment environment.,
Cache Creek Casino Resort
Brooks, CA, USA