Job Description

This position is responsible for maintaining room reservations for the Shooting Star Casino, Hotel & Event Center and Bagley Motel, reserving special offers for VIP events, making dinner reservations for the 2one8 restaurant, and receiving and routing internal and external calls for the entire property ensuring quality guest service. In all interactions, the position is responsible for making STAR service to guests and fellow team members a first priority.


DUTIES & RESPONSIBILITIES Provides exceptional, STAR Service to ensure overall guest satisfaction.

• Performs the steps of STAR Service, which include:

• Smile and Greet
• Take Care of Needs
• Anticipate, Ask and Act
• Remember to Thank and Close

• Performs the position-specific STAR service expectations, as outlined by the department.

Performs daily Voice services for all incoming calls, transferring incoming internal and external calls to the proper parties needed to provide the best customer service, maintain daily reservations for both the Shooting Star Casino Hotel and Event center and the Bagley Motel using the Visual One Property Management System, cross referencing valid marketing offers are in the Halo Sidecar System to ensure quality guest service and accuracy or reservations. Accept calls and maintain accurate reservation listings following approved procedures.

• Communicate effectively with guests while using proper phone etiquette to ensure accuracy and friendly customer service.
• Accept calls and maintain accurate reservation listings following approved procedures.
• Using Skype for Business - Acts as property wide Operator to handle both internal and external incoming calls and routes to appropriate personnel
• Maintains log for all room requests and Porter calls.
• Add new wakeup calls and monitors that calls are made as request
• Make dinner reservation for the 2one8 restaurant
• Creates and maintains a proper daily waiting list for rooms when needed

Provides exceptional customer service to ensure overall guest satisfaction.

• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Answers routine questions when certain of the answer; will seek out answer when not positive.

Minimum Requirements


EDUCATION & EXPERIENCE


High school diploma or General Education Degree (GED).

Certificates, Licenses & Designations


Must meet licensing requirement as prescribed by the Tribal-State Compact for gaming.


KNOWLEDGE, SKILLS & ABILITIES

• 
  Knowledge of and skill in using a personal computer and related software including Visual Property management System or similar property management system.
• Knowledge of all areas of hotel operations to include layout of building and room location.
• Skill in basic math functions to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages, area, circumference, and volume.
• Skill of determining alternative that would correct a situation to provide effective guest service.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to maintain friendly customer service with a smile.
• Ability to ensure the strictest of confidentiality is maintained at all times.
• Ability to follow procedures and give attention to detail.
• Ability to frequently sit for long periods of time.
• Ability to occasionally stand for moderate periods of time.

WORKING CONDITIONS

• 
  Frequent exposure to moderate to loud noise level.
• Occasional lifting and/or moving objects up to 25 pounds.
• Occasional exposure to cigarette smoke.