Hotel Front Desk Ambassador

at  Graton Resort Casino

POSITION SUMMARY:

Responsible for completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, Front Desk Ambassadors are resources for all guest questions with an upbeat and positive attitude and is the first line of defense when resolving guest complaints. This position works closely with the Housekeeping department to ensure rooms are clean prior to issuing keys. Responsible for posting charges, settling folios for individuals, groups and due-outs communicated through Housekeeping.

REQUIRED QUALIFICATIONS:

1. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
2. High School Diploma or equivalent preferred.
3. Be able to answer phones quickly, courteously and in a professional manner.
4. Able to read and write in English proficiently.
5. Ensure that guests’ business is kept confidential.
6. Be able to operate computerized front office system.
7. Ability to type using a computer keyboard.
8. Comprehend and follow instructions, make decisions without supervision, and prioritize tasks in order to meet appropriate deadlines.
9. Be able to memorize, recollect, and quickly retrieve dates, names, times and other relevant data.
10. Be able to converse calmly with irate guests, superiors and subordinates in emotional situations.
11. Be able to work under pressure and complete assignments in a timely manner.

PHYSICAL REQUIREMENTS:

1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
2. Ability to stand for duration of shift.
3. Manual dexterity to operate job related equipment

1. Responsible for practicing, supporting and promoting Graton Resort & Casino’s Company-wide culture and demonstrating Graton Resort & Casino’s Service Standards at all times.
2. Perform all check-in functions according to hotel policies and procedures, including, but not limited to early check-ins, late check-ins, and walk-ins, and ensure proper payment.
3. Perform all check-out functions according to hotel policies and procedures, including, but not limited to accepting payment by check, charge, cash and direct bill payments.
4. Accept, sort, and distribute all messages, packages, and mail for guests.
5. Produce, generate and distribute all required reports, including, but not limited to room reports, bucket checks and VIP reports.
6. Produce keys for guests in accordance with security and system procedures.
7. Post charges to guests’ accounts and perform other cashier functions, including, but not limited to exchanging currency.
8. Maintain complete knowledge of all resort features and services.
9. Maintain complete knowledge of all restaurants (menu/price/dress code).
10. Maintain complete knowledge of all local events, attractions, and holiday schedules.
11. Maintain all Business Center criteria.