**BASIC FUNCTION** (the primary purpose of this position):
Responsible for providing exemplary guest service for the hotel. Handles registration, room assignments, check out, check in, cashiering, room service order taking, & various concierge functions in a friendly, professional manner to encourage repeat business.
**PRINCIPAL ACTIVITIES & RESPONSIBILITIES:**
Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
Registers arriving guest, assigning rooms, issuing keys, and coordinating guest services with the bell staff, and housekeeping in a friendly manner.
Updates guest accounts to accurately reflect room service, phone usage and any other charges.
Maintains the neat appearance of the front desk at all times.
Responds in a timely manner to all guest requests, special needs and information regarding the property or outlets.
Resolves or refers to management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
Registers all arriving guests to RV Park after RV office closes.
Imputes guest information into the Check Cashing System.
Processes all Room Service Orders through MICROS.
Represent The Mill Hotel professionally and positively on the telephone and in person.
Provide excellent guest service and hospitality to Mill Hotel guests.
Work with concierge to coordinate VIP arrivals and requests.
Work closely with the Gold Club Hosts, Gold Club Executive Host, and Player Development Manager to ensure accuracy of guest/group bookings.
Responsible for knowing rates to be quoted daily and for future reservations.
Employs sales techniques in order to upsell and close the reservation process.
Reserve any special accommodations as requested by the guest; properly input and confirm with caller reserved information.
Completes required paperwork as designated by the department.
Use appropriate greetings, listen to and responds to guests needs appropriately.
Provides information to guests about the property, promotions, programs, events, and benefits.
Perform Data entry, clerical, and filing duties.
Foster relationships and promotes use of Millionaire Club Program and membership.
Assist players with information on services available and coordinates all necessary arrangements as required.
Arranges trips to the property, either through a network of representatives or directly with the customer, on a group or individual basis.
Makes individual hotel, show, restaurant, golf, and transportation reservations/arrangements.
Utilizes Super Playmate, and Opera systems to extract data for required information.
Maintains security and confidentiality of files, records, and lists.
Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.
Offers alternatives to guests as deemed appropriate.
Adhere to regulatory, departmental and company policies in an ethical manner.
Anticipate and provide for guest needs in advance of request.
Assist in coordinating and executing special events and Gold Club promotions.
Provide personalized service for AEP and Gold Club guests.
Responsible for adhering to departmental and company performance standards.
Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
Stay informed about all property events, initiatives, products, and services focused on and/or relating to Gold Club guests.
Consistently demonstrates the inclusion of Million Dollar Service in each interaction, including face to face and/or over the telephone.
Follows proper phone protocols and property transfer procedures.
Other duties as assigned.
**POSITION REQUIREMENTS** (objective educational or technical training required; skills; and years of experience):
Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies
Native American preference provided.
High School graduate or GED required.
Previous hotel related experience desirable.
Previous computer experience preferred or the ability to learn and apply menu driven programs.
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.
Excellent phone voice, computer experience essential, including all Windows applications.
Preferred front desk and/or 2 years customer service experience.
Knowledge of the Millionaire$ Club Program and comping criteria a plus.
Must have excellent writing and proof reading skills. Previous experience required.
Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
Must possess a pleasant and easily comprehensive voice.
Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
Able to read, write, speak and understand English;
Able to work flexible hours, varying shifts, holidays and weekends.
Ability to work in a highly structured and measured environment.
Must be able to work in a fast paced environment while maintaining a low level of stress.
Ability to memorize data concerning various events, promotions, and services.
Maintains a high level of quality and accuracy in their performance.
Communicate in a professional and poised manner, using crisp. Clear and concise language.
Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
***This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.***
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