HOTEL FRONT DESK AMBASSADOR

Graton Resort & Casino•Rohnert Park, CA

About The Position

The Hotel Front Desk Ambassador completes guest arrival and departure transactions while upholding the resort’s luxury standards. The role addresses guest questions and concerns with an upbeat, positive attitude and escalates issues to management when needed. It works closely with Housekeeping to ensure rooms are clean before keys are issued and posts charges and settles folios for individuals, groups, and due-outs communicated through Housekeeping. The position supports the resort’s values and follows Company standards, policies, and procedures. It includes welcoming guests, processing check-ins and check-outs, handling payments, preparing and distributing required reports, activating keys, answering phones, posting charges, sharing accurate information about resort restaurants, services, and events, maintaining guest confidentiality, and keeping business-center equipment and materials available for guest use. Duties may be changed, expanded, reduced, or delegated by Management to meet business needs.

Requirements

Communicate effectively with guests, team members, and management in written and verbal form.
Speak, read, and write English fluently and read and write English proficiently.
Type using a computer keyboard.
Operate a computerized front-office system.
Comprehend and follow instructions, make decisions without supervision, and prioritize tasks to meet deadlines.
Memorize, recall, and quickly retrieve dates, names, times, and other relevant data.
Perform guest service recovery.
Work under pressure and complete assignments in a timely manner.
Work independently and as part of a team, including with other departments.
Stand for the full duration of a shift.
Have manual dexterity to operate job-related equipment.
Lift, carry, push, or pull up to 50 pounds.
Sit, walk, climb, bend, balance, and kneel intermittently during the shift.
Reach above the shoulders and use hands and arms throughout the shift.

Nice To Haves

High school diploma or equivalent preferred.

Responsibilities

Redefine hospitality at Graton Resort & Casino while living, supporting, and promoting its values.
Perform responsibilities in accordance with Company standards, policies, and procedures.
Greet guests warmly and professionally.
Perform check-in functions according to hotel policies and procedures, including early check-ins, late check-ins, and walk-ins, and collect proper payment.
Perform check-out functions according to hotel policies and procedures, including accepting check, charge, cash, and direct bill payments.
Generate and distribute required reports, including room reports, bucket checks, and VIP reports.
Activate guest keys according to security and system procedures.
Answer phones quickly, courteously, and professionally.
Post charges to guest accounts during guests’ stays and at check-out.
Accurately answer guest questions about current resort restaurants, services, and events.
Maintain confidentiality in hotel operations, including guest information and activities.
Maintain Hotel business-center equipment and materials so guests can print or fax.
Work with Housekeeping to ensure rooms are clean before issuing keys and to settle folios for individuals, groups, and due-outs communicated through Housekeeping.
Address guest questions and concerns positively and escalate to management when needed.