Summary:

Responsible for the successful operation of the front desk command center. Act as the primary resource for the operational and administrative functions for booking and overseeing room inventory. Responsible for managing day-of rates as well as next-day rates for the hotel. Closely monitor the inventory to ensure all room types are properly booked.  Provide excellent customer service to all hotel guests, answering questions and resolving guest concerns in a positive manner.

 

Essential Functions and Responsibilities:

Responsible for answering all incoming calls Responsible for resolving guest complaints / disputes to ensure guest satisfaction Maintains positive guest relations at all times Successfully manage room inventory to avoid overbooking Accurately manage current and future room rates on a regular basis Answer calls from guests as well as respond via the hotel texting system Responsible for running hotel reports Responsibilities include liaison between the front desk, housekeeping, casino services and facilities Pre block and obtain the status of all reservations with special request and special needs and notify housekeeping for any special accommodations Make sure all suites are assigned Reports to housekeeping any early check outs or request for early check ins Update discrepancies in LMS Responsible for guest gift cards Responsible for due outs Maintain a positive working relationship with other departments throughout the hotel/casino Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned