Function (Scope and Main Purpose of Job)
Check in/Check out hotel guests courteously and efficiently, and to the service levels expected in a four star property; process all payments according to established hotel requirements. 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. Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics. Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.
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.
Post charges to the guest accounts that have not been posted or where incurred on the night audit shift.
Transfer charges and deposits to master accounts.
Checks to see that all charges are assigned to the appropriate departments.
To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in the system.
Tracks room revenues, occupancy percentages, and other front office statistics such as: check figures, postings, and documents for accuracy; record, store, access, and/or analyze computerized financial information; prepare of End of day procedure; follow the End of Day/Night Audit Checklist. Assist PBX with switchboard duties
Job Requirements (skills, knowledge, and abilities)
Able to read and interpret instructions and direction for guests
Able to communicate without impediment with guests and staff in all areas relating to guest service
Ability to input and access data in computer
Ability to understand guest inquiries and provide responses
Ability to promote positive relations with individuals who approach the Front Desk and by telephone
Ability to focus on guests' needs, remaining calm and courteous
Ability to think clearly, quickly and make concise decisions
Ability to prioritize, organize and follow up
Ability to work well under pressure dealing with 50+ arrivals/departures within any given period of time
Ability to focus attention on details
Ability to maintain confidentiality of all guests and hotel information
Ability to remain stationary at assigned post for extended periods of time
Ability to work cohesively with other departments and co-workers as part of a team
A high school diploma or GED equivalent. Retail customer service training would be a plus.
One to three 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 3000 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