SUMMARY:

Responsible for the successful overall coordination of all activities related to the Front Desk and Bell Desk of the Hotel, ensuring smooth and efficient operations, and accordance with the Company’s policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Assists the Hotel Operations in creating, developing and implementing an effective strategy of organization for the Front Desk and Bell Desk of the Hotel, ensuring maximum guest service and satisfaction. Assists in the management of the room inventory function, to maintain highest possible room occupancy, and average daily rate. Assists the Hotel Operations department in monitoring and completing guest check-ins, guest checkouts, pickups, and billing discrepancies to ensure maximum guest satisfaction Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures. Access and work with Konomi and Synkros to review player data, free night coupon availability and redemption. Monitor scheduled occupancy, arrival times and cancellations and other projected volume indicators to ensure that the assigned locations have proper staffing and guidance. Run the established daily reports and any other required miscellaneous reports, as required. Reviews departmental guest complaints, ensuring corrective action is taken. Communicates with other departments to ensure proper handling of guests and groups. Monitor the staff levels and provide feedback to Hotel management on the assigned Associate’s performance and expertise. Assist in determining the appropriate training and/or disciplinary actions required to correct noted deficiencies for the associates within the department. Leads by setting a positive example to all Associates. Responsible for maintaining a consistent, regular attendance record. Perform all other duties as assigned

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

SUPERVISORY RESPONSIBILITIES:    

                Directly supervises the activities of all Associates who work in the Front Desk and Bell Desk area of the Hotel.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems.

 

QUALIFICATION REQUIREMENTS:  

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.               

AGE and GAMING:

21 years of age or above

Gaming property – Must be able to obtain and maintain a gaming license issued by the Choctaw Gaming Commission.

EDUCATION and/or EXPERIENCE:

High School diploma or GED is required.  Associate’s degree or some college, is preferred.  A minimum of one (1) year of supervisory or management experience is preferred, experience in a large-scale hotel or resort is preferred.  A minimum of one (1) year of previous hotel or hospitality guest service experience is required. 

TESTING:

Must be able to pass the Basic Math Test with 85%, Keyboarding test with 30 WPM/85% accuracy and Data Entry Test with 3000 KPM.  Must take the required testing identified for this position

*** Testing requirements may be waived in lieu of a minimum of six months of similarly related Front Desk experience or supervision at the Silver Star or Golden Moon Hotel and Casino during the last eighteen months.  Experience must be documented and proof submitted as requested. *** 

SPECIAL QUALIFICATIONS:

Must possess excellent communication skills. Must be able to demonstrate all aspects of   hospitality, professionalism, prompt and courteous service, with extreme attention to detail.

LANGUAGE SKILLS:

Ability to read and understand a variety of instructions furnished in written, oral or diagram form. Ability to respond to common inquiries or complaints.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply commonsense reasoning to a variety of situations.  

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by the Associate to successfully perform the essential functions of this job.

While performing the duties of this job, the Associate is regularly required to talk or hear The Associate is also regularly required to stand; walk100%, sit; and use hands to finger, handle, or feel objects, tools or controls.  And lift up to 50 to 70 pounds and push/pull 75 to 100 pounds.  The Associate is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.  

WORK ENVIRONMENT:

The work environment characteristics described here are the representative of those an Associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  When on the casino floor or other designated areas may be subjected to tobacco smoke. 

Due to the unpredictable nature of the hospitality/entertainment industry, Associates must be able to work varying-schedules to reflect the business needs of the property.

Pearl River Resort Associates are required, on a continual basis to…

Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.

Maintain a professional departmental, company and community reputation.