Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests, assuring rooms are prepared & ready to assign to the hotel guests. Responsible for monitoring and overseeing the daily assignments provided by the front desk clerks & completing the nightly audit. Responsible for handling guests’ requests or complaints.

 

Essential Functions and Responsibilities:

Verifies and balances entries and records of financial transactions reported by the front desk during day, using adding, bookkeeping, and calculating machines Reconciliation of guest payments, running audit reports, calculating revenues, correcting errors, verification of cashier work, guest registration and check-out, and reservations work Resolves hanging balances left on guest accounts. Document and communicates any discrepancies and/or resolutions to management Investigates and resolves guest complaints and comments regardless of department; follows up with the Director of Hotel Operations and any other applicable department head to resolve the matter to the guest’s satisfaction Maintain complete knowledge of and comply with all departmental policies/services and procedures/standards Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction and inform Supervisor Maintain complete knowledge at all times of: All property features/services, hours of operation All room types, numbers, layout, décor, appointments and location All room rates, special packages and promotions Daily house count and expected arrivals/ departures Hotel availability status for any given date Scheduled daily group activity Verify impressed banks and ensure accuracy of contracted monies Document all guest requests, complaints or problems Record and relay messages accurately, completely and legibly Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information Verifies and makes corrections to Room Rate Report Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned