The posting
Provide front desk guest services and perform nightly audit functions in a 24-hour hotel operation. This role supports guest check-in and check-out, payment processing, guest communication, and issue resolution while also completing nightly financial reconciliation, reporting, and system close procedures to ensure accurate daily hotel operations. PRIMARY JOB FUNCTIONS
Welcome and assist guests with check-in, check-out, and general hotel information while providing professional customer service. Enter and manage guest reservations and account information within the hotel computer system. Process payments, handle cash transactions, and maintain an accurate house bank. Respond to guest inquiries, telephone calls, and messages in a prompt and professional manner. Address and resolve guest concerns to ensure satisfaction and service recovery when needed. Promote and enroll guests in the casino player’s program when appropriate. Maintain accurate guest account records and update player program information when applicable. Perform Night Audit functions including running reports, reconciling daily transactions, and correcting system discrepancies. Balance and verify all hotel revenue, settlements, and accounts to complete the end-of-day financial close. Prepare and organize audit reports and documentation for management review. Follow hotel policies related to safety, security, and guest service standards. Perform additional duties as assigned to support front office operations. Communicate both verbally and in writing to provide clear directions to staff. Comply with attendance rules and be available to work on a regular basis. Must be able to work a full-time schedule during tournaments and other peak business periods. Must be able to work overtime, as business needs require, with or without advance notice.
The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work. QUALIFICATIONS Work Experience Required:
Prior customer service or hospitality experience preferred.
Basic computer skills and ability to learn hotel property management systems. Strong attention to detail and ability to perform basic financial calculations. Excellent communication and interpersonal skills. Ability to remain professional and calm while handling guest concerns.
Education:
High School diploma or equivalent experience.
Other Requirements:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers using empathy.
Knowledge of chemical cleaning agents and operation of various cleaning equipment. Ability to extend arms, scrub, bend, stoop, and stand and walk public areas for extended periods of time. Be able to lift/pull/push up to 50 pounds. Ability to understand and follow directions and perform job functions under limited supervision.
Performance Standards: · Maintain high standards of guest service and professionalism. · Follow company policies, procedures, and safety guidelines. · Demonstrate reliability, punctuality, teamwork, and adaptability in a fast-paced hospitality environment. Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day. Work Habits: To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something. Safety & Security: The safety and security of our guests and associates is of utmost importance to the Commerce Casino & Hotel. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns. Note: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform. the job successfully. Other job-related duties may be assigned by the employee’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each employee remains, at all times, an “at will” employee. SCHEDULED HOURS Commerce Casino operates 24 hours, 7 days a week. Schedules may vary depending on business needs.
