Front Desk Lead

FORT HALL CASINO•Fort Hall, ID

11d•$13 - $17•Onsite

About The Position

Contributes to the efficient daily operation of Hotel – Front Desk activities by leading all front desk duties including receiving incoming guests, providing guest services, responding to inquiries promoting hotel services, and ensuring maximum room revenues, in accordance with the established policies and procedures of the Shoshone-Bannock Casino Hotel. Maintains professionalism in all interactions with internal and external customers. This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Requirements

High School Diploma or GED.
Two (2) years of customer service experience.
A combination of relevant education and related work experience may be considered.
Valid driver’s license is required when driving vehicles for work-related purposes.
Must be able to successfully pass a background screening / investigation according to the established requirements below.
Tribal and Native American preference shall apply to all positions.
Must obtain and maintain Hospitality and Customer Service training certifications.
Must be able to submit supporting documentation of education and training to support qualifications.
Must be able to obtain and maintain a gaming license in good standing according to licensing rules and regulations.
Must obtain and maintain a driver's license and qualify for insurance coverage on company vehicles.
Pre-employment drug screen.
Personal reference check and employment verification.
Federal, state, and/or tribal criminal history and sanction checks including fingerprint verification.

Nice To Haves

Knowledge of: Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
Knowledge of: Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
Knowledge of: Cash handling, banking, and/or accounting methods and procedures.
Knowledge of: Customer service standards.
Skill in: Operating various word-processing, spreadsheets, and office software and industry-related applications.
Skill in: Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
Skill in: Handling multiple tasks simultaneously.
Skill in: Addressing customer problems.
Skill in: Correct English usage, grammar, spelling, and punctuation.
Skill in: Providing exceptional customer service.
Ability to: Lead the work of others.
Ability to: Communicate efficiently and effectively both verbally and in writing.
Ability to: Maintain confidentiality.
Ability to: Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
Ability to: Analyze situations and adopt appropriate courses of action.
Ability to: Establish and maintain professional relationships with the public and co-workers.
Ability to: Make solid decisions and exercise independent judgment.
Ability to: Train department staff, ensuring they are knowledgeable about hotel policies, procedures, and best practices.
Ability to: Demonstrate professionalism at all times.
Ability to: Demonstrate sensitivity to the needs of guests.
Ability to: Remain calm in emergency or crisis situations.
Ability to: Handle multiple tasks and meet deadlines.
Ability to: Work independently with minimal supervision.
Ability to: Adapt to varying situations.
Ability to: Work in a fast-paced environment and meet deadlines.
Ability to: Uphold strong ethics and integrity.

Responsibilities

Welcomes, greets, and assists arriving and departing guests.
Assists with booking, tracking, charging, handling, and entering room reservations.
Accepts and processes payments in form of credit, cash, and/or reward points.
Ensures all guest room rates and revenues are administered correctly.
Provides information to guests on all aspects of the casino including promotions, layout of property, player club information, and other casino/hotel activities and amenities.
Informs guests of local area attractions.
Completes Front Desk Lead daily shift checklist.
Assists with responding to incoming emails and tracking hotel leads.
Verifies front desk balance at end of shift and notifies supervisor of any discrepancies.
Prepares complete and accurate end-of-shift reports.
Ensures compliance with key handling policies and procedures.
Assists Supervisor as requested.
Answers incoming telephone calls and responds to callers’ questions knowledgeably and professionally.
Provides excellent customer service and solutions for all internal and external customers.
Maintains complete and accurate guest records and reservations.
Contributes to a team effort and accomplishes related results as required.
Performs other duties as assigned.