Position Summary
Responsible for providing exemplary guest service at the Front Desk and the Call Center.
Essential Functions
- Communicates daily in person or over the telephone with clients who inquire about reserving guestrooms, (Individual through multiple guestrooms), employing sales techniques to book the reservation(s).
- Processes reservations for the hotel guestrooms.
- Communicates current Resort information in person, and e-mail.
- Prepares Guest confirmations of reservations or cancellations, booking contracts and related correspondence regarding guest reservations (groups or individuals).
- Answers multi-line telephone providing information, routing calls, and taking messages.
- Promptly responds to guests in person and constantly via e-mail to provide top-notch guest service. Knows the layout and amenities of all guestrooms including special features, etc., locations.
- Provides courteous reservation service to guests, using techniques to maximize sales.
- Performs check-in and checkout functions.
- Provides courteous guest service and responds promptly to guest’s requests, questions, or complaints.
- Reviews front desk logbook. Notes and/or follows up on any special problems.
- Logs guest’s requests/complaints, group bookings, VIP arrivals and other special instructions from previous shifts.
- Maintains communication with the Housekeeping Department regarding the status of rooms.
- Maintains familiarity with the hotel’s amenities and layout, reservation status, and procedural items that will help answer questions for your callers.
- Posts wake-up calls immediately upon guest request.
- Knows and complies with all safety and security regulations and procedures.
- Maintains working knowledge of Chinook Winds programs, events, promotions, and services.
- Conducts property tours to prospective clients when needed.
- Performs all duties in accordance with Chinook Winds Casino Resort customer service standards.
- Maintains general knowledge and provides information to guests of Chinook Winds Casino Resort events, programs, and services.
- Provides input or recommendations for improvements and changes in processes or services.
- All other duties as assigned.
