Job description
Every employee of North Star Mohican Casino Resort is expected to greet and service our customers in a friendly, respectful manner and create a warm, fun atmosphere so that our customers feel welcome and enjoy visiting our establishment. North Star Mohican Casino Resort strives to provide a positive team environment where everyone contributes.
STANDARD DUTIES:
- Must attend all training as required by the employer.
- Must adhere to all established rules, regulations, procedures, and policies of North Star Mohican Casino Resort and the Hotel Department.
- Must participate in employee drug testing program.
- Must be able to work with a variety of people with diverse personalities.
- Must attend all meetings, as required by the employer.
- Must dress professionally.
- Must be reliable and prompt when reporting to work.
- Must maintain compliance with all workplace policies, procedures, ordinances, laws, and other communicated expectations, including but not limited to: Employment Manual, gaming Ordinance, State Gaming Compact, Minimum Internal Controls, Department Procedures, memos, and other communication from supervisory or regulatory personnel.
- All other assigned duties.
DUTIES:
- Oversee and manage the daily activities throughout the shift of the front desk, reservations, PBX, bell stand, and room attendants and work closely with all other departments of the casino to ensure a great experience for the guests.
- Orchestrate and expedite the registration and check-out process at the front desk.
- Develop and implement training and on-going development and support of all hotel team members.
- Ensure compliance with all internal controls, safety practices, procedures, and regulations.
- Utilize proper conduct of professionalism in compliance with organizational standards.
- Review all special requests and pass on to front desk attendants, housekeeping, PBX, and bell staff.
- Maintain hotel related equipment and supplies.
- Monitor and expedite the traffic flow in the lobby for efficiency and guest satisfaction.
- Maintain the appearance, organization and cleanliness of the front desk and other guest areas at the highest level always.
- Respond to guest inquiries in an efficient, courteous, and professional manner.
- Professionally and diplomatically interact and communicate with guests, peers, and other departments.
- Adhere to the highest service standards to offer resort guests an optimum hospitality experience.
- Make daily schedule adjustments as necessary.
- Prioritize and perform administrative tasks as necessary to include the daily time and attendance edits and send them to payroll.
- Evaluate and monitor on an on-going basis the performance of team members to ensure exceptional guest service is provided.
- Maintain awareness of and effectively communicate to staff all promotions, events, and programs.
- When dealing with a guest complaint, demonstrate active listening skills and tact to prevent a more serious situation and maintain order even in a highly charged situation.
- Create and complete daily reports from the hotel management system.
- Be involved with all coaching and counseling sessions and disciplinary actions taken with team members.
- Conduct performance evaluations for all team members semi-annually and annually.
- Schedule and conduct a monthly departmental meeting with supervisors and staff.
- Conduct a daily room division meeting with other operating departments to share information with all front office staff.
- Work closely with the marketing department regarding special events and upcoming promotions and share information with hotel team.
- Fill in for any hotel team position when needed.
- Meet with and report pertinent information to the hospitality director.
- Assist with the annual budget forecast for the hotel department.
- Ensure daily/nightly Manager on Duty (MOD) report is given to hospitality director first thing every morning.
- Make sure there is a back-office supply of toilet paper, facial tissues, hand soap, small trash bags for requests from guests made at the front desk.
- Make sure inventory of office supplies and computer/fax/printer supplies are stocked and easily accessible.
- Create and keep on hand a binder of current local events with flyers and information to share with guests and make sure all hotel staff are aware of this binder.
- Implement and continue cross training for PBX, reservations, front desk, room attendant and bell stand personnel.
- Keep on hand a supply of family games i.e., Monopoly, Chutes & Ladders, etc. for loan to guests. Create and maintain a log of what room, name and date games are loaned.
- To warmly welcome groups, make sure the welcome signage board has proper signage for arriving guests and prominently displayed.
- Work closely with marketing department or hotel director regarding groups, wedding parties regarding welcome gift bags and incentives for casino and dining locations.
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