Hotel Front Desk/Reservations

About the role

Responsible for providing outstanding guest service to WinnaVegas customers. Performs a variety of guest services functions including duties related to telephone, internet, key control, ensuring high-quality guest relations.

Responsibilities

• Greets, registers, and assigns rooms to guests.
• Issues room keys to guests.
• Responsible for proper key control and other security measures.
• Answers telephone professionally.
• Transmits and receives telephone messages and sets up guests’ wake-up calls.
• Date stamps, sorts, and racks incoming mail and messages.
• Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Keeps records of room availability and guests’ accounts. Operates the front office computer system. Makes photocopies, if needed.
• Computes bill, collects payment, and makes change for guests.
• Makes and confirms reservations.
• Posts charges such as room, food, liquor, or telephone, to guest folio.
• Checks out guests and inquiries about their stay.
• Promotes and supports WinnaVegas Casino/Resort initiatives.
• Actively builds awareness of the Casino/Resort to guests.
• Provides and ensures high-quality guest relations. Receives and resolves guest complaints in a manner consistent with Company policy. Makes Hotel Manager aware of any guest complaints.
• Maintains the highest levels of quality assurance ratings, including guest comment cards, accounting audit, and inspection scores.
• Confers and cooperates with other departments as needed to ensure coordination of activities.
• Works toward a 90% walk-in conversion rate goal.
• Ensures compliance of all company policies and procedures.
• Adheres to all safety procedures and informs management of any unsafe conditions.
• Attends meetings and training as requested.
• Read, understand and adhere to the Winnebago Gaming Compact and Winnebago Tribal Gaming Code, Rules and Regulations.
• Perform all other job related duties as assigned.

Requirements

• Must have a high school diploma or G.E.D.
• Two years customer service experience required; hotel front desk experience preferred.
• Must have general knowledge of computers as well as excellent interpersonal and communications skills.
• No theft or stealing convictions.
• Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, as well as obtain and maintain a gaming license.
• Physical Demands: regularly required to stand for extended periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear; occasionally required to sit; stoop, kneel, crouch, or crawl; occasionally lift and/or move up to 50 pounds.
• Work Environment: generally performed in the Resort hotel(s) area with exposure to heat, cold, and Casino setting; exposure to secondhand smoke and a high noise level.

Benefits

• 401(k) matching
• Company parties
• Dental insurance
• Employee discounts
• Health insurance
• Help or transport service
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Schedule

Evening, graveyard, holiday and/or weekend work are required. Extended hours and irregular shifts may be required.