Front Desk Lead

POSITION SUMMARY

This position is responsible for the supervision of daily front desk operations of the Shooting Star Casino, Hotel & Event Center to ensure a positive guest experience. In all interactions, the position is responsible for providing STAR Experience to guests and fellow team members a first priority.

DUTIES & RESPONSIBILITIES

Shooting Star Casino team members will always deliver excellent guest service to our guests and fellow co-workers.

Our Star Service expectations include being:

• WELCOMING – Make every person feel invited and accepted
• PROACTIVE – Anticipate Guest needs
• UNIQUE – Create a one-of-a-kind experience at every opportunity
• RESOURCEFUL – Resolve the need
• COMPLETE – Take care and close

Carries out supervisory responsibilities of the Hotel Front Office to retain a motivated, professional workforce for Shooting Star Casino, Hotel & Event Center.

• Communicates job responsibilities and performance expectations to assure mutual understanding of desired results.
• Assesses team member performance, provides positive and constructive feedback on an ongoing basis to reinforce desired results.
• Identifies training and/or development opportunities that will assist the team members in achieving enhanced job performance and/or career objectives.

Ensures guest check-in and check-out procedures using Visual One system to provide quality customer service in a timely fashion to all guests.

• Verifies guest information regarding personal information, dates of stay, rates and payment method, assuring appropriate guest signatures and identification are presented.
• Notifies housekeeping Dispatch of late check outs, early departures, and any room changes.
• Maintains an understanding of various promotional programs to apply the appropriate coupon rate.
• Provides guests with information regarding hotel layout and room location.

Provides exceptional customer service to ensure overall guest satisfaction.

• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Answers routine questions when certain of the answer; will seek out answer when not positive.
• Provides assistance in challenging guest service recovery.
• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Answers routine questions when certain of the answer; will seek out answer when not positive.
• Delivers messages, supplies and fulfills miscellaneous guest requests.
• Cleans & Services guest rooms when needed.

Listens and responds to guest concerns in a timely fashion to maintain a high level of guest satisfaction.

• Refers guests to the appropriate department or function for issue resolution.

Performs other duties and responsibilities as required or assigned.

EDUCATION & EXPERIENCE

High school diploma or General Education Degree (GED); 1-year related experience and/or training preferred.

Certificates, Licenses & Designations

Must meet the requirements as prescribed by the Tribal-State compact for Gaming.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and skill in using a personal computer and related software.
• Knowledge of Hotel policies and procedures regarding hotel front office.
• Skill in basic math including addition, subtraction, multiplication, division, fractions, percentages, and decimals.
• Skill in and ability to prepare written materials such as correspondence, reports and evaluations.
• Skill of receiving a message, understanding the intended message and giving feedback to ensure Team Members and guests expectations are met.
• Ability to constructively evaluate the work of others and provide feedback.
• Ability to read and interpret documents such as procedure manuals, safety rules, and operation and maintenance instructions.
• Ability to work cooperatively within a group to make the work of the group successful and effective.
• Ability to frequently stand for long periods of time (up to 8 hours).
• Ability to effectively communicate tasks, expectations, policies & procedures to staff as well as guests.
• Ability to Lead both Front Desk & Back Office staff & set the standard for Guest Service, Quality of Work & Professionalism for both staff.
• Ability to occasionally lift and carry over 25 to 50 pounds.

WORKING CONDITIONS

• Frequent exposure to moderate to loud noise level.
• Occasional exposure to moderate concentration levels of tobacco smoke.

Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.