Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests and assuring rooms are prepared & ready to assign to the hotel guests. Responsible for handling guests requests or complaints.
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.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All property features/services, hours of operation.
All room types, numbers, layout, dcor, 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.
Perform all other duties assigned.
American Casino & Entertainment Properties