Job Summary: Provides spectacular guest service while processing requests through the front desk and switchboard operations.
Qualifications: High school diploma or General Education Degree (GED); and 1 to 3 months' related experience or training
Essential Job Functions:
* Able to correctly and procedurally, answer all incoming telephone calls in a prompt and courteous manner using service standards.
* Accurately process all reservations received from all sources offered to guests to include hotel, special events and concerts.
* Accurately and promptly connect all administrative or guest calls in a timely manner.
* Accurately and efficiently update and verify all information received with regard to travel agents, group records, sold out dates, special rate dates, minimum sales, etc.
* Accurately process credit card charges to be applied towards reservations.
* Maintain awareness of all marketing promotions, special events, general facility information and hotel rates and specials to insure efficient distribution of information to our guests.
* Works with both lodging & gaming systems in processing reservations.
* Effectively offers guests alternative options on reservations when initial request cannot be fulfilled.
* Effectively handles customer disputes to the best of their ability and directing guest disputes to the appropriate source when necessary.
* Research and accurately prepare request for "comps" when necessary.
* Must be able to stand for prolong periods of time (7+ hours).
* Able to correctly and procedurally register guests in accordance to established service standards.
* Obtain appropriate amount of credit/payment for guests stay
* Issue room keys to registered guests
* Able to correctly and procedurally settle/close out guest accounts upon their departure
* Able to correctly and procedurally close out shift at the end of their shift
* Must be able to lift up to 25 lbs; and be able to, walk, push, pull, grasp, reach, stoop, bend, twist and climb up and down stairs.
* Must be able to understand and communicate in English.
* Must be able to work a variety of hours, holidays and weekends.
* May be required to perform other duties as assigned.
Certifications, Licenses, Registrations: Must be able to obtain and maintain an Indiana Gaming license.
Access to Gaming Facility: Yes
Access to Sensitive Materials: Yes, Patron information