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POSTING #: 2008-HFD-002
JOB TITLE: Hotel Front Desk Representative
DEPARTMENT/LOCATION: Hotel/Odawa Hotel
REPORTS TO: Front Desk Supervisor
SALARY GRADE: Non Management
STATUS: Seasonal Hourly/Part Time
OPEN DATE: 4/10/2008
CLOSING DATE: Open Until Filled
Job Summary: Front line customer service position responsible for the efficient operation of the hotel front desk through responding to guests’ needs to achieve Odawa Casino Resort standards of quality utilizing established Standards of Service.
Primary Duties & Responsibilities:
- Represents Odawa Casino Resort in the most positive manner with internal and external guests to satisfy service expectations. Interacts effectively with a diverse group of guests and Team Members, learns and uses operating practices of the department and the organization.
- Upholds Odawa Casino Resort Mission statement in all aspects of position: Odawa Casino Resort is committed to providing Guests with an exciting entertainment experience through exceptional customer service and hospitality. Odawa Casino Resort is committed to providing Employees with a safe, consistent and enjoyable work environment that brings rewarding and challenging experiences.
- Greets all guests and team members.
- Receives and records reservations for accommodations either by telephone, e-mail, fax, or in person.
- Registers all hotel guests upon arrival.
- Communicates to guests all Casino, Hotel, and area information.
- Addresses all guest enquiries and requests.
- Provides guest and fellow team member assistance, instruction, and/or guidance.
- Resolves complaints.
- Closes guest accounts at the conclusion of their stay.
- Attends any requested meetings and/or training sessions.
- Performs all other duties as assigned within the scope of work.
Core Competencies:
- Guest Focus—Strive for high guest satisfaction, going out of way to be helpful and pleasant, making it as easy as possible on the guest rather than self, department, or organization.
- Communication—Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed.
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Teamwork—Being helpful, respectful, approachable, and team oriented, building strong working relationships and a positive work environment, is responsible, honest, loyal, interacts with others tactfully, resolves conflicts appropriately, and adapts to change.
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Accountability—planning ahead, managing time well, being on time, being cost conscious, thinking of better ways of doing things, demonstrates ability to follow instructions, maintains appropriate appearance, complies with Team Member policies and procedures, willing to learn.
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Committed to Safety—Complies with safety instructions, observing safe work practices, and provides input on safety issues.
Preference: Applies to Native Americans in accordance with Waganakising Odawak Statute - Indian Preference in Tribal Employment (WOS 2002-04, July 2, 2002, Section II)
Minimum Qualifications:
High School diploma or equivalent. Basic computer knowledge with one-year computer experience. Excellent written and oral communication skills. Must be flexible with shift and days off. Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission. Must maintain confidentiality. Pre-employment drug testing will apply to all selected applicants receiving an offer of conditional employment.
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