Guest Receptionist

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https://wd5.myworkday.com/cowlitz/d/inst/1$9925/9925$4173.htmld

Pledge for Success: 

We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.

Position Summary:  

Provide a professional first impression for our guests upon arrival and throughout their stay that will build lasting impressions and gain loyal guests by handling all questions, requests, and complaints promptly and courteously.

Primary Duties and Responsibilities:

• Promotes superior guest service.
• Maintains, and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and the Core Values of ilani.
• Processes guest check-in’s, check-outs, and reservations
• Processes adjustments.
• Processes and promotes Players Club cards to interested guests.
• Verifies registration card information with the guest.
• Obtains back-up information for guest credit/payment method and inputs into system; collects cash when designated.
• Directs Bell Person to escort guest and transport luggage to their room.
• Anticipates guests’ needs, responds promptly, and acknowledges all guests.
• Resolves guest complaints, ensuring guest satisfaction.
• Maintains complete knowledge of all hotel features/services, hours of operation, room rates, special packages, and promotions, daily house count and expected arrivals/departures, and scheduled group activities.
• Obtains assigned bank and ensures accuracy of contracted monies. Always keeps bank secure.
• Answers telephone with correct greeting and telephone etiquette.
• Maintains oversight of gift shop and related stocking and transactions.
• Positively manages overbooked or "walked" guests.
• Accepts and records wake-up call requests. Monitors, sends, and distributes appropriate and timely communication.
• Communicates pertinent guest information to designated departments (i.e., special requests, amenity delivery).
• Resolves discrepancies on the room status report with Housekeeping. Matches check to in-house guest ledger report; reports discrepancies to supervisor/manager.
• Maintains confidentiality of sensitive information.
• Performs other duties as assigned.

Minimum Qualifications:

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).
• One (1) year of guest service experience in a hospitality environment in a customer facing role.
• Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment.
• Proven ability to provide professional guest service.
• Ability to input and access information in the property management system/computers/point of sales system.
• Must have excellent verbal and written communication skills.
• One (1) year cash handling experience.

• Must be able to work various shifts, weekends, holidays, and flexible hours.

• Must maintain highest level of privacy and confidentiality.
• Must possess the ability to appropriately manage stressful situations.
• Must be able to withstand prolonged standing.
• Able to lift 40 lbs. and carry 20 lbs.
• Must be willing to work in a smoking environment.
• Must be willing to adhere to company health and safety measures.

  Preferred Qualifications:

• Some college or training in hospitality industry preferred.

• Previous experience as Front Desk Associate in a 3-4 Diamond hotel preferred.
• Casino Resort experience preferred.

Shift hours: Overnights, 11:00pm-7:00am, off THU/FRI nights.

Work Shift:

Regular

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