Guest Services

Lucky Star Casino; Oklahoma; On-site; USD 26,000 - 38,000; Full time

Job summary

The Lucky Star Casino is seeking a friendly Front Desk Guest Services Associate to warmly check guests in and out, handle reservations, and balance daily records with accuracy. You will maintain front desk operations and ensure security and confidentiality.

Duties include selling rooms to walk-ins and via reservations, answering calls with proper etiquette, processing payments, and coordinating with shifts to ensure smooth guest service and timely information flow.

Qualifications

• Must maintain valid Cheyenne & Arapaho Gaming Permit.
• Competence with basic accounting and office procedures.
• Experience with POS or PMS system preferred; training available.
• Guest Service associates must be able to complete all necessary Guest Service training in the designated timeframe.

Responsibilities

• Check guests in and out of the hotel in a thorough and accurate manner.
• Assist in retail sales, ringing up items; restocking and keeping a clean, organized area.
• Sell guest rooms to walk-ins and reservations using established procedures.
• Answer and transfer all incoming telephone calls with proper etiquette.
• Provide excellent customer service, including message taking and wake-up calls; offer directions and information as needed.
• Follow cash and credit card handling procedures; complete required paperwork and cash out procedures.
• Communicate information to other shifts in the daily log book; coordinate information across shifts.
• Maintain a thorough understanding of front desk equipment (fax, copiers, PMS) and ensure proper operation and security.
• Ensure guest requests are addressed professionally and promptly; maintain confidentiality and safety policies.
• Be neatly attired in approved uniform; communicate status of rooms, requests, and maintenance issues with superiors.
• Provide input on hotel operations and assist with training new associates.

Skills

Guest service

Phone etiquette

Reservation sales

Cash handling

Tools

POS system

PMS system

Job description

General Description

Provide guests with excellent customer service while taking reservations, checking guests in and out and out in an accurate/thorough manner. Balance the daily accounting records and completes the necessary paperwork.

Work Schedule

• Requires mornings, afternoons, and evenings. Monday through Sunday.
• Request to be scheduled off for a specific day requires advance notification and approval.

Essential Duties and Responsibilities

• Check guests in and out of the hotel in a thorough and accurate manner.
• Assist in retail sales, ringing up items. Re-stocking items & maintaining a clean and organized work area.
• Sell guest rooms to walk in guests and reservations, using established selling procedures and yield management techniques.
• Answer and transfer all incoming telephone calls using proper telephone etiquette.
• Provide excellent customer service, including message taking, setting wake up calls, providing directions and other information as needed.
• Follow proper cash and credit card handling procedures. Accurately complete required paperwork and cash out procedures.
• Communicates information to other shifts in the daily log book.
• Maintain a thorough understanding of hotel equipment used at the front desk. Ensures equipment, such as fax machines, copiers and the PMS system are maintained properly and secured.
• Provides excellent customer service that goes above and beyond the expectations of the hotel guests. Remain professional and courteous at all times. Immediately address all guest requests. Always find the answer to a guest request for information.
• Be attired properly in a clean, pressed uniform and nametag, in accordance with franchise and company uniform policy.
• Communicates with superiors and co-workers about the status of guest rooms, guest requests, and maintenance issues. Work towards coordination of information for all daily shifts.
• Provide safety and security for the hotel and its guests including key control procedures at all times. Be familiar with the hotel emergency plan and able to handle emergency situations that arise.
• Observe guest and hotel confidentiality procedures.
• Reports all incidents and injuries to the appropriate supervisor.
• Provide input and ideas on the operation of the hotel.
• Completes any other task requested by a supervisor, including training new associates.

Job Qualifications:

• Must maintain valid Cheyenne & Arapaho Gaming Permit
• Competence with basic accounting and office procedures.
• Experience with POS or PMS system preferred.
• Guest Service associates must be able to complete all necessary Guest Service required and other training, in the timeframe designated by management.

Physical, Schedule and Work Requirements:

• Ability to work with minimal requests for extended periods of time off during peak
• Ability to stand for extended periods. Ability to bend, kneel, reach, push and pull while performing job tasks. Must be able to lift 25 lbs. or
• Ability to work with little
• Must take initiative, can handle fast-paced environment alone and with accuracy and efficiency while maintaining excellent guest
• Availability to work on all shifts, during the normal operating hours of the hotel

The Lucky Star and Feather Warrior Casinos are Equal Opportunity Employers and will not discriminate against an applicant or employee on any grounds protected under federal, state, or local law including race, color, creed, religion, age, sex, national origin, ancestry, marital status regarding public assistance, membership or non-membership in any legal organization, or any other characteristic protected under federal, state, or local law. None of the questions in this application are intended to elicit information regarding any protected characteristic, nor imply any limitation, illegal preference, or discrimination based upon non-job related information or protected characteristics.

If you are hired by the casino(s) you will be employed on an at-will basis. As an at-will employee, you may terminate your employment at any time, for any reason and with or without prior notice, cause or discipline. No casino supervisor or manager has the authority to offer or promise anything other than at-will employment.

Verification of Indian Preference

INDIAN PREFERENCE: It is the policy of Lucky Star Casino to give preference in employment to qualified, enrolled members of the Cheyenne and Arapaho Tribes and secondly, to qualified members of other Indian Tribes or Native American Groups. Third preference will be given to all other qualified applicants.