Hotel Front Desk Representative

## Description

**Tribal Preference will be given in accordance with BRBRR Act Relating to Employment**

# **POSITION SUMMARY:** Responsible for greeting all guests in a pleasant, courteous and enthusiastic manner while registering guest information and settling guest accounts for the Hotel.

**E****S****S****E****NTIAL DUTIES AND RESPONSIBILITIES** include the following

• Register arriving guests while implementing Bear River Casino and Hotel service standards.
• Accurately make guests’ hotel reservations while implementing hotel and casino service standards.
• Settle guest accounts with the ability to make good business decisions regarding discounts.
• Must be knowledgeable in making reservations.
• Greet guests and provide door service and bell/valet service when needed.
• Ability to operate a multi-lined phone system.
• Audit hotel paperwork to ensure the day has balanced.
• Post room and tax, verify all postings are accurate for the day.
• Verify all paperwork is balanced and correct for the day.
• Process close of day reports.
• Stock the front desk with daily supplies.
• Provide guests with information on local attractions.
• Resolve or refer to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
• Remain current on room rates, room availability and emergency procedures.
• Remain current on groups and property events.
• Direct workflow of Guest Service Attendants regarding guest luggage and amenity needs.
• Ensure management is aware of guest special requests or needs. Ensures guests’ profiles are properly noted in the Micros Property Management System for action by the appropriate hotel department prior to check-in.
• Maintain appearance standards as outlined in departmental and Bear River Casino and Hotel policies.
• Provide and inform Team Member of Players Club benefits, property amenities & marketing programs to our guests.
• Provide courteous service to our guests and be cordial to all Team Members.
• Communicate effectively both orally and in writing.
• Maintain a consistent, regular attendance record.
• Other duties as assigned.

**AUTHORITY/S****UPERVISORY RESPONSIBILITIES**: This is a non-supervisory position. Shall be responsible to work with a till and turn in properly. Works with highly sensitive information, maintains confidentiality and discretion in all areas, including planning and promotional procedures and guest information files.

## Qualifications

**Q****U****A****LIFICATIONS**: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**E****DUCATION/EXPERIENCE**

• Must be at least 18 years of age.
• Must have High school diploma or equivalent.
• Front desk, reservations, bell staff and valet training or previous experience required.

**CERTIFICATES, LICENSES, REGISTRATIONS**

• Shall possess a valid driver's license and be insurable by agencies insurance.

**COMPUTER OPERATIONS**

• Intermediate personal computer skills including electronic mail, word processing, spreadsheet, graphics, etc. Computer experience essential, including all windows applications. Prefer individual that is proficient in LMS - Property Management software.

**L****A****NGUAGE SKILLS**

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

**M****A****T****HEMATICAL SKILLS**

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

**REASONING ABILITY**

• 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.

**O****T****HER SKILLS AND ABILITIES**

• Must have a positive attitude.
• Ability to operate standard office equipment (copier, fax, etc.).
• Must be able to work with American Indian people and be sensitive to their culture.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts of Bear River Casino Resort.
• Provide leadership to others through example and sharing of knowledge/skill.
• Must be able to work all shifts, weekends, holidays & special events as needed.
• Able to project a professional manner at all times.
• Able to stay calm in difficult situations.
• Must be able to maintain focus in a high volume, fast-paced environment.
• Must be able to multi-task and meet deadlines.
• Good organization and administration skills required.
• Fluency within data base programs preferred.
• Oral and written communication skills
• Able to work without supervision, to organize and track multiple projects with large amounts of detail necessary.
• Must possess reasonable ability to communicate in English.

**P****HYSICAL DEMANDS**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**N** (Not Applicable) Activity is not applicable to this occupation.

**O** (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

**F** (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

**C** (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

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| **Physical Abilities** | | **Lift/Carry** | | | |