DL Hotel Attendant - Detroit Lakes, United States - Shooting Star Casino

Description

DUTIES & RESPONSIBILITIES

Provides exceptional, STAR Service to ensure overall guest satisfaction.

• Performs the steps of STAR Service, which include:

o Smile and Greet

o Take Care of Needs

o Anticipate, Ask and Act

o Remember to Thank and Close

• Performs the position-specific STAR service expectations, as outlined by the department.

Front Desk Duties: Performs guest check-in and check-out procedures and enters reservations using current software and system to provide quality customer service in a timely fashion to all guests.

• Verifies guest information regarding personal and confidential information, dates of stay, rates and payment method, assuring appropriate guest signatures and identification are presented.
• Communicates late check outs, early departures, and room changes on logbook.
• Maintains an understanding of various promotional programs to apply the appropriate coupon rate.
• Provides guests with information regarding hotel layout and room location.

Verifies documentation to ensure proper billing and accounting procedures have been followed.

• Performs bucket checks at the beginning and end of shift.
• Reconciles cash drawer at the end of shift
• Submits completed paperwork to Supervisor.

Inputs guest reservations and cancellations into system to provide quality customer service in a timely fashion to all guests.

• Ensures compliance with Hotel cancellation policies.
• Obtains required and confidential information from guests, and coupons to be used, etc.

Room Cleaning Duties: Cleans and sanitizes guest rooms to enhance the guest experience at Detroit Lakes Hotel Shooting Star.

• Performs overall cleaning and sanitation of hotel rooms, including dusting, washing, vacuuming, and polishing of walls, ceilings, woodwork, carpets, and furniture according to checklist.
• Performs deep cleaning such as shampooing carpet, vacuuming and/or extracting mattresses.
• Rotates mattresses, shower curtains, draperies and bedding according to schedule and needs.
• Inspects guest rooms for left items. If guest items are found, follow Lost and Found Procedures.

Laundry Duties: Cleans all linen to include terry, blankets, bedding, draperies, shower curtains and other related material to enhance the guest experience at the Bagley Hotel Shooting Star.

• Washes and dries all linens.
• Inspects soiled laundry for stains or damage. Performs stain removal as needed and reports damaged items.
• Set aside stained and/or damaged items for inventory review.
• Sorts, counts and folds clean linen according to policy and procedure.
• Carries linens to assigned areas or rooms.

Provides exceptional customer service to ensure overall guest satisfaction.

• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Answers routine questions when certain of the answer; will seek out answer when not positive.
• Delivers messages, supplies and fulfills miscellaneous guest requests.

EDUCATION & EXPERIENCE

Less than high school diploma required. High school diploma or General Education Degree (GED) preferred.

Certificates, Licenses & Designations

Must meet licensing requirement and pass a mandatory background check.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and skill in using a personal computer and related software including Fidelio or similar property management system.

• Skill in basic math functions to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages, area, circumference, and volume.

• Skill of determining alternative that would correct a situation to provide effective guest service.

• Knowledge of all areas of hotel operations to include layout of building and room location.

• Ability to maintain an accurate and complete filing system.

• Ability to read and interpret documents such as safety rules, and procedure manuals.

• Ability to maintain friendly customer service with a smile.

• Ability to ensure the strictest of confidentiality is maintained at all times.

• Ability to follow procedures and give attention to detail.

• Ability to frequently stand for long periods of time (up to 8 hours).

• Ability to frequently walk for long periods of time (up to 8 hours).

• Ability to frequently stoop or bend.

• Ability to frequently squat.

• Ability to frequently climb step stools.

• Ability to frequently lift, carry, push and pull over 50 pounds.

• Ability to operate vacuum and carpet cleaning equipment.

WORKING CONDITIONS

• Frequent exposure to moderate to loud noise level.

• Occasional exposure to blood borne pathogens.

• Frequent exposure to dust, dirt and debris.

• Frequent exposure to hazardous chemicals, solutions and solvents.