Hotel - Front Desk Lead

Description

SUMMARY

The Hotel Front Desk Lead assists the Hotel Front Desk Supervisor with daily operations while performing the duties of Hotel Front Desk Clerk. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Assists the Hotel Front Desk Supervisor in administrative tasks and Team Member training and support as needed.
• Provides and receives first level communications to and from Front Desk Team Members in order to ensure information is sufficient to complete their daily tasks.
• Ensures all Hotel Policies and Procedures are followed in making reservations, checking guests in, and checking guests out.
• Resolves or refers to Manager all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
• Ensures all guest special requests and needs that are noted in the Hotel Booking System are reviewed handled properly at check-in.
• Reviews Night Audit paperwork to ensure all billing is correct, coupons are validated and coded correctly, and all necessary paperwork is included, making any necessary billing corrections/adjustments as well as any coupon corrections in PATRON.
• Maintains confidentiality and discretion in communications of Team Member and guest’s personal information.
• Maintains awareness of, and effectively communicates to other staff, company promotions, events and programs.  
• Provides information and explains Players Club benefits, property amenities and marketing programs to our guests. 
• Responsible for promoting the hotel core values: Honesty, Personal Integrity, and Team before Self.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time. This position is determined to have a potential for possible exposure to blood borne pathogens.

PHYSICAL REQUIREMENTS

• Must be able to sit, stand and/or walk for up to 10 hours.
• Must be able to carry, reach, twist, bend and squat frequently.
• Must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds with assistance as needed.

SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 “Be Kind. Always.” Your commitment will help us meet our Purpose.  

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.

Requirements

EXPERIENCE, EDUCATION AND ELIGIBILITY

• Minimum age requirement for this position is 21 years old.
• High School Diploma or equivalent preferred. 
• Must have a valid driver’s license.
• Must have 1-year combined experience in hotel front desk/customer service or equivalent combination of education and experience.
• Intermediate understanding of computer programs, including all windows applications required.
•  Ability to work well in pressure situations.
• Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
• Comply with pre-employment, random and reasonable suspicion alcohol and drug testing. 
• Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission. 
• Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.