Guest Service Host

Little River Casino Resort•Eastlake, MI

About The Position

The Guest Service Host provides exceptional front-line service to resort, casino, and restaurant guests by creating a welcoming atmosphere, assisting with inquiries, and ensuring a seamless experience throughout their visit. This role acts as an ambassador for the property, representing the brand with professionalism and attention to detail.

Requirements

High School diploma or GED
Minimum of 1 year of guest service experience, including cash and credit card handling
Michigan TAM certification or must obtain within 60 days of employment
Must obtain SERVSafe Certification within 90-days and maintain throughout employment
At least 18 years of age
Basic organizational, written and verbal communication skills
Basic professional telephone etiquette
Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
Accurate and detail-oriented
Basic problem-solving skills
Excellent money handling skills with the ability to count money and give change swiftly and accurately
Basic communication with servers and kitchen staff to endure timely and efficient service.
Maintain high confidentiality
Independently manage multiple tasks in a professional manner
Ability to work independently with minimal supervision
Ability to work cooperatively with all departments
Accountable - Accept responsibility and account for actions
Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests
Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors
Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner
Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information
Detail Oriented – Ability to pay attention to the minute details of a given project or task
Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values
Empathetic – Appreciates and sensitive to the feelings of others
Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards
Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors
Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data
Organized – Possesses the trait of being organized and follows a systematic method of performing a task
PC skills - Demonstrates proficiency in PC hardware, software and applications as required
Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems
Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests
Reliable – Is dependable and trustworthy
Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors

Nice To Haves

Prior experience with reservations and point-of-sale (POS) systems preferred
Experience working with a Tribally run casino and/or resort preferred

Responsibilities

Warmly greet, welcome, and engage guests upon arrival.
Assist with guest check-ins, reservations, seating assignments, and directional guidance within the resort, casino, or restaurant.
Provide accurate information regarding property amenities, dining options, promotions, and events.
Respond to guest inquiries, handle complaints courteously, and escalate issues to management as needed.
Monitor guest flow in lobbies, restaurants, and casino areas to ensure smooth operations.
Promote loyalty programs, special offers, and upcoming events to enhance guest engagement.
Processes guest orders on the Resorts POS system.
Maintain a clean, organized, and welcoming front-of-house or guest service area.
Must adhere to safety rules and regulations of Little River Casino Resort and of the department.
Performs other duties as assigned.