SUMMARY:

The Hotel Guest Service Ambassador will engage in greeting guests in a courteous and professional manner, helping with reservations, processing payment and safeguarding Guest information. Rooms Controller duties include pre-registering Guests and preparing key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Other duties include providing accurate information to Guests about services/amenities, greeting Guests at the bell station, safely and courteously, check their luggage, ensuring optimum Guest service with each interaction.

ESSENTIAL DUTIES OF THE POSITION:

• Greet, register, and manage check out with Guests in a manner that delivers outstanding Guest service and financial profitability in accordance with the hotel’s standards.
• Ensure that the check-in and check-out process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately, thus protecting the company’s assets.
• Maintain an inventory of vacancies, reservations, and room assignments.
• Act on Guests’ requests, complaints or inquires courteously and promptly. Explain all hotel facilities, hours of operation, answer all questions about these facilities and other hotel questions.
• Maintain a working knowledge of all Grand Casino properties, as well as special events on and near property, to advise Guests of same, whenever possible.
• Explain accommodations and equipment to Guests upon entry into Guest’s room. Informs Guests of proper operation of room locks, televisions, and thermostats. Explains fire safety/evacuation procedures.
• Rooms Controller duties will include working in partnership with Revenue Management, Front Desk, and other operational departments with a focus on managing the hotel’s room inventory to maximize revenue pertaining to guestrooms.
• Coordinate and block VIP members into upgraded room types while allocating the proper number of rooms to be reserved for upgrades performed by the front desk that generate revenue. Ensure the hotel is set up for success by appropriately blocking Guestrooms and balancing room types.
• Enter changing reservation information into computer system. Post charges to Guest accounts and processes payment of accounts. This includes all applicable software systems.
• Prepare shift cash report, balancing payments and disbursements with property management systems. Prepare the bank drop envelope for shift end and balancing accounts.
• Bell Person duties include checking luggage for hotel guests; show guests to room assisting them with their luggage.
• Other duties as assigned that are related to this role.

SPECIAL QUALIFICATIONS:

• Must be able to secure license from Gaming Regulatory Authority.
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

LEADERSHIP FRAMEWORK:

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

EDUCATION and/or EXPERIENCE:

• Prior hospitality experience preferred.
• Bring your hardcore work ethic, attention to detail, your ability to have fun and we will train for the rest.

MATHEMATICAL SKILLS:

• Must be able to add, subtract, multiply and divide in all units of measure, using whole numbers, percentages, common fractions, and decimals, and work with mathematical concepts such as statistical inference.

REASONING ABILITY:

• Must be able to apply common sense understanding to a variety of situations, to collect data, analyze facts, and determine appropriate response.

PHYSICAL DEMANDS:

• Talk and hear; ability to communicate effectively.
• See and adjust focus to include close, distance, depth, and peripheral vision.
• Stand, walk, run, sit, (up to 8 hours) balance, stoop, kneel, climb, crouch, and/or crawl.
• Handle objects, tools, and controls; reach with arms and hands.
• Be able to lift and carry objects up to twenty-five (25) lbs.

WORK ENVIRONMENT:

While performing the duties of this job, the Associate is regularly exposed to:

• A low-to-moderate noise level (offices).
• A moderate-to-loud noise level (public areas).