Function (Scope and Main Purpose of Job)
Check in/Check out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to insure a seamless experience for the guest.
Core Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance
SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here
Specific Responsibilities and Duties
Maintain complete knowledge at all times of the following:
All hotel features/services, hours of operation
All room types, numbers, layout, dcor, appointments and locations
All room rates, special packages and promotions
Daily house count and expected arrivals/departures
Room availability status for any given day
Scheduled daily group activities
Maintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
Answer department telephone within 3 rings; using correct greeting and telephone etiquette
Promote positive guest relations for information in a congenial manner
Process all guest check-ins according to established hotel requirements:
Confirm reservation in system and review all noted information
Be able to complete a "walk-in" reservation for guest with no prior room reserved.
Obtain back up information for guest credit/payment method and input into system; collect cash when designated
Assign guest room
Advise guest of any messages, mail, faxes, etc. that was received for them
Inform guest of room safe and mini bar key and room key procedures
Issue parking passes/validate valet parking tickets and enter information in the computer
Communicate services and amenities included in packages to guests on packages
Obtain proper identification for tax exempt guests and attach from to registration card
Obtain guest signature for designated paper work
Obtain bell person to escort guest and transport their luggage to the room
Maintain guest history files on all guests
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, com)
Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for "walking" guests
Accommodate room changes expediently
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction
Offer detailed information on the voicemail system to callers and guests wishing to leave a message
Accept and record wake-up call requests; deliver to PBX.
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e.. Special requests, amenity delivery).
Generate, print and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Process all check-outs according to established hotel requirements listed:
Resolve any late charges
Present folio to guest and resolve any disputed charges
Settle guest accounts following accounting procedures
Retrieve guest room key from guest
Handle requests for late check-outs according to established hotel procedures
Conduct group check-ins/outs according to established hotel procedures
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
Adhere to all cashiering procedures as listed below:
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Make change for guests
Cash guests' personal checks/travelers checks
Settle room accounts
Run closing reports
Count bank at the end of their shift
Complete designated cashier reports
Legibly document pertinent information in the log book
Other duties as assigned.
Assist PBX with switchboard duties
Assist with reservation calls. Process, record and follow up and details relative to such
Provide Concierge service when no Concierge is available
Assist in other Front Office areas as assigned
Provide guest room tours
Legibly document maintenance needs on work orders and submit to the Manager
Job Requirements (skills, knowledge, and abilities)
Able to read and interpret instructions and direction for guest
Able to communicate without impediment with guests and staff in all areas relating to guest service
Education: A high school diploma or GED equivalent. Retail customer service training would be a plus.
Experience: One (1) to three (3) years previous experience in a hotel or high end retail environment is required.
Must be able to comply with all state gaming regulations, which may include obtaining a license.
Lifting up to 20lbs
Pushing/Pull up to 20lbs
Carry up to 20lbs
Some Bending / kneeling
24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 2000 employees
Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
You will work in an environment where smoking is allowed.
Maryland Live Casino