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