POSITION SUMMARY Escort arriving and departing guests in a friendly, courteous manner, to and from their accommodations, transporting luggage. Acquaint guests with their room and the features of STRC. Serve as the first and last impression liaison to all arriving and departing guests.
ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.
Ensures all guests are greeted and offered friendly and professional service in a timely fashion. Escorts guests to their rooms and acquaint guests with room and hotel features. Inspects room upon arrival. Transports luggage for guests. Organizes and stores luggage as necessary. Assists in elevator operations for guests. Conducts needed research to reply to guest inquiry. Ensure guest-addressed faxes, letters and packages are delivered. Participates in valet cleaning service operation, where applicable. Complies with all policies and procedures set forth by STRC and hotel management. Participates in the resolution of disputes and notifies the supervisor when necessary. Exemplifies STRC's guest service standards and expectations. Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures. Perform all other duties as assigned. GENERAL CONDITIONS Must have the ability to adapt to different situations and change in work processes to accommodate guest needs. Demonstrate the ability to take constructive feedback. Excellent communication skills both written and verbal. Read, write, and speak English fluently. Strong understanding of proper business etiquette and interactions. Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts. Thorough knowledge of hotel and casino features, events and promotions. JOB QUALIFICATIONS Must be at least eighteen (18) years of age. One (1) year guest service experience. Hospitality and/or Hotel bell staff experience preferred. Proficient in using Lodging Management and/or luggage storage systems. Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays. REGULATORY AND COMPLIANCE RESPONSIBILITIES In addition to the other duties described herein, each team member has the following responsibilities related to compliance with laws and regulations:
Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license. Attend required training sessions offered by the Spokane Tribe Casino. Perform the duties described in compliance with local laws and regulations. Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino. Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products. Refer to the Internal Control System and Policy Manuals for guidance. Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management. Uphold high standards of ethical behavior and uphold a high level of confidentiality. Demonstrate an understanding of the impacts of problem gambling and have knowledge of the Casino's programs to address problem gambling. WORK ENVIRONMENT and PHYSICAL REQUIREMENTS The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
Must be able to:
Physically access all areas of the property and drive areas with or without reasonable accommodation. Maintain composure under pressure and consistently meet deadlines with internal and external guests and contacts. Frequently stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. Regularly lift, move, push or pull up to 75+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and the ability to adjust to focus. Work in a fast-paced, time-demanding, and busy environment. Primarily indoors, but will be exposed to all weather conditions, from extreme heat to extreme cold. May be exposed to heavy smoke when in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music and public announcement system, as is common in a Casino and/or Hotel environment.
