12 Tribes Colville Casinos Employment

Guest Service Ambassador

12 Tribes Resort Casino

Salary Grade: $11.43 - $15.08 DOE
Reports To: Front Office Manager
FSLA Classification: Non-Exempt
Closing Date: Next review on September 22, 2017

Summary:

As Guest Service Ambassador, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Ambassador contributes to the first and lasting impressions of our Guests.

Essential Functions:

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotels continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to:
• Inputting and retrieving information from the computer
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
• Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).
• Confirmation of guest information and room rate,
• Selection of rooms,
• Coding electronic keys
• Promoting marketing and casino programs and events
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Communicate services and amenities of the hotel to guests
• Providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her if requested
• Advise guest of any messages, mail, faxes, etc. received for them.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• File registration cards and vouchers in bucket by room number.
• Handle overbooked or "walked" guests.
• Accommodate room changes.
• Assist guests with check-out including, but not limited to:
• Ensuring rooms and services are correctly accounted
• Using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Knowledge of scheduled daily group activities
• Maintain complete knowledge of and comply with all departmental policies/service 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 and document t guest complaints, ensuring guest satisfaction.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Guest Service Ambassador to review business status and follow up items.
• Access all functions of computer system.
• Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.

Knowledge and Abilities:

• High school diploma or equivalent
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.
• One year of customer service experience required; face to face interactions with guests or customers on a daily basis desired.
• Previous Hotel experience preferred.
• Previous Front Office or Guest Services experience preferred.
• This position is subject to pre-employment drug testing and criminal history background check.
• Must receive and maintain a valid gaming license from the Tribal Gaming Commission.
• Tribal preference will be observed in the hiring process.

Physical Demands:

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
• Environmental systems.
• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 50 lbs
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.

These requirements need to be met to represent knowledge, skill and/or ability to perform job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Drug test required in accordance with CTFC policy. CTFC is an Indian preference employer.