Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $14.00 - $17.00
Work Schedule
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Career advancement opportunities
Job Description
Seneca Gaming Corporation is a leading gaming and hospitality establishment operating a casino and hotel that prides itself on delivering exceptional customer service and outstanding guest experiences. Known for its vibrant environment and commitment to quality, Seneca Gaming Corporation combines the thrill of casino gaming with the comfort and luxury of hospitality services, catering to a diverse clientele including vacationers, business travelers, and gaming enthusiasts. The Corporation is dedicated to maintaining the highest standards of integrity, safety, and customer satisfaction, and employs a team of professionals who strive to create an inviting atmosphere and deliver personalized services to meet and... Show More
Job Requirements
- Must be 18 years of age or older upon employment
- high school diploma or equivalent required
- minimum one year hospitality/guest services and/or front desk experience required
- minimum one to two years front desk/hospitality supervisory experience required
- knowledge of the casino industry preferred
- must have good knowledge of the surrounding community in order to provide general information and directions to guests
- must possess basic math skills necessary to accurately calculate and process guest payments
- must have proficient computer/PC skills
- must have excellent customer service skills
- must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction
- ability to write routine correspondence and to speak effectively to the public, employees and customers
- ability to define problems, collect data, establish facts and draw valid conclusions
- must have the ability to deal effectively and interact well with the customers and employees
- must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
- must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals
Job Qualifications
- Must be 18 years of age or older upon employment
- high school diploma or equivalent required
- minimum one year hospitality/guest services and/or front desk experience required
- minimum one to two years front desk/hospitality supervisory experience required
- knowledge of the casino industry preferred
- must have good knowledge of the surrounding community in order to provide general information and directions to guests
- must possess basic math skills necessary to accurately calculate and process guest payments
- must have proficient computer/PC skills
- must have excellent customer service skills
- must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction
- ability to write routine correspondence and to speak effectively to the public, employees and customers
- ability to define problems, collect data, establish facts and draw valid conclusions
- must have the ability to deal effectively and interact well with the customers and employees
- must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
- must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals
Job Duties
- Greet, register, and assign rooms to guests of hotel
- respond to routine patron requests such as qualifications for hotel and restaurant services or availability
- book recommended hotel, restaurant, and walk-in reservations
- compute bills, collect payments, and make change for guests
- issue room keys and escort instructions to bell person
- verify customers' credit and establish how the customer will pay for the accommodation
- review accounts and charges with guests during the check-out process
- keep records of room availability and guests' accounts manually or using computers
- advise housekeeping staff when rooms have been vacated and are ready for cleaning
- contact housekeeping or maintenance staff when guests report problems
- perform simple bookkeeping activities such as balancing cash accounts
- post charges such as those for rooms, food, liquor, or telephone calls to ledgers manually or by using computers
- answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, etc
- date-stamp, sort, and rack incoming mail and messages
- deposit guests' valuables in hotel safes or safe-deposit boxes
- record guest comments or complaints, referring customers to managers as necessary
- transmit and receive messages using telephones or telephone switchboards
- perform pre-registration and room inspection to ensure readiness of rooms prior to occupancy
- register VIP guests by completing appropriate paperwork and obtaining proper payment information
- provide reservations for dinner, transportation, entertainment, etc
- accommodate guest requests pertaining to hotel/casino events, restaurant reservations, travel and entertainment arrangements, attraction information, etc
- settle account balances of departing guests by accepting payment or handling cash drawer and investigate and resolve general billing discrepancies
- respond to guest inquiries concerning entertainment or attractions and provide guests with general information to ensure a pleasant stay
- print and process routine reports and assist in the training of new departmental employees
- encourage guest completion of guest satisfaction surveys
- assist in other job tasks/projects as directed
- ensure consistent adherence to company/departmental policies and procedures and established service standards
- communicate any and all job/service related incidents to supervision in a timely manner
- work to accommodate all guests’ requests including those related to reservations, spa/salon, housekeeping, valet, casino events, outside events/reservations, player development, entertainment, national marketing, etc, follow up to ensure guest satisfaction
- stationed at the hotel guest services desk, provide guests with accurate general information about the hotel, casino and community events
- handle guests' requests pertaining to the business center and all transactions according to established revenue control procedures
- sign for any package deliveries for hotel guests ensuring their correct destination
- keep desk stocked with guest informational supplies such as maps, promotion flyers, brochures, etc
- promote positive public/employee relations at all times
- maintain a clean, safe, hazard-free work environment within area of responsibility
- print and process routine reports and assist in the training of new departmental employees
- maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy
- provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times
- maintain a professional work environment with supervisors, managers and staff
- meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies
- complete all required SGC training programs within nine months from commencement of employment and all future training seminars which enhance Four Diamond guest service
- attend all necessary meetings
- duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed
- hours are determined by a 24-hour schedule
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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