• LEAD FRONT DESK & PBX CLERK

    Requisition ID
    2018-33520
    Property
    Ameristar Casino Resort Spa - St. Charles, MO
    Category
    Hotel
    Position Type
    Full-Time
  • What would I be doing?

    The incumbent in this position is responsible for providing superior service to both the internal and external guest. This position is responsible for maintaining an efficient and effective Hotel Front Office work group via direction from the Front Office Supervisor. This position is responsible for providing training, assistance, and on-the-job work direction to the Guest Service Agents to ensure accurate and exceptional courteous room registration and check-outs. Provides general leadership and work direction of department team members, including but not limited to

    • Organizing and assigning work
    • Prioritizing workload and assignments to ensure orderly and efficient completion by department employees
    • Directing department employees in the successful completion of assigned work
    • Enforcement of department and company rules
    • Instructing and training department employees in the successful performance of their duties
    • Other leadership and work direction duties as assigned by Supervision. 

     

     Lead Persons do not perform supervisory tasks such as performance reviews, hiring or terminations; although they may provide input to supervisors regarding such matters.

    Responsibilities

    (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

     

    • Provides superior customer service, positively effects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with team members.
    • Possesses complete knowledge of Hotel Front Desk, Call Center, Retail, Bell Attendant and Valet procedures and policies and assures their accurate execution.
    • Distributes shift work among Guest Service Agents and assures the timely completion of work.
    • Handles guest complaints and rooming issues. Performs in a proactive manner and resolves all issues in a timely manner. Acts as ambassador ensuring and monitoring that all Guest Service Agents communications are positive and provides return guest.
    • Pre-shift team members and assist in ongoing training and development.
    • Oversees the handling of guest accounts including declined credit cards and non-zero balances. Acts as a billing agent for all charges posted through those accounts. Assures the handling of guest related services such as faxes and posting of charges to rooms
    • Maintains knowledge of services offered and daily special events and in-house groups that affect operations at the Front Desk. Maintains communication with Housekeeping and VIP Services for special requests and rushed rooms
    • Provide accurate information on property along with property events and promotions.
    • Responsible, with Front Office Supervisor, for handling same day VIP blocks and inventory management, monitoring occupancy status.
    • Count the Managers’ Bank and cash in Paid outs at the main cage.
    • Complete daily Leadership checklist and follow up on all email and phone inquiries throughout the day.
    • Oversee the operations of the hotel as Manager on Duty in the absence of Front office Supervisor or Front Office Manager.
    • Handle complex guest service situations such as room moves and unassigned reservations, act as communication center between guests and various internal departments to ensure guest satisfaction.
    • Ensures that the Front Desk is turned over to the oncoming shift in an efficient and orderly manner.
    • Bank out agents and verifies accuracy of Front Desk Agents’ banks and audit.
    • Performs as a Front Desk Agent when necessary.
    • Perform shops and discuss performance with team members.
    • Perform other duties as assigned by management.
    • Ability to use all equipment associated with the position including but not limited to keyboards, telephones, fax machines, copiers, printers and key encoders.
    • Ability to use a computer effectively to access, understand and input customer information.
    • Ability to effectively communicate in English with guests and all levels of team members.
    • Ability to observe and direct actions of subordinates.
    • This position requires the incumbent to stand for the majority of an eight hour shift
    • Complete working knowledge of Front Desk Agent’s duties required.
    • Good written and verbal communications skills.
    • Ability to effectively and efficiently move around work area.
    • Ability to efficiently retrieve and replace safety deposit boxes as needed.
    • This position is at times subject to crowds, noise and smoke, the severity of which depends upon guest volume.

    What are we looking for?

    (Related education and experience may be interchangeable on a year for year basis)

     

    • Computer terminal, telephone, copier, pagers, two-way radios, fax machines, printers, key encoders, and safe deposit boxes.

     

    These skills are typically acquired through a minimum of one year in Front Desk operations or closely related experience.

     

    ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

    Possession of, and ability to obtain and maintain a valid drivers and gaming license within assigned state of employment and other jurisdictions

    Must successfully pass background check

    Must successfully pass an alcohol and drug screening

    Must be 21 years of age

     

    CUSTOMER SERVICE REQUIREMENT

    Delivers superior internal and external guest service the Pinnacle Way by ensuring every interaction includes our PEAK Service Standards and works harmoniously with fellow team members.

    What would it be like to work at this property?

    Photo - St. Charles

     

    Overlooking the Missouri River, this 130,000 square-foot casino and AAA Four Diamond full-service luxury suite hotel is in historic St. Charles. With an architectural design derived from the historic wharf and train stations, Ameristar Casino Resort Spa St. Charles hints at the action inside. The streetscape continues the theme by following the design cues of St. Charles Port District complete with seven dining outlets, 12 bars, an entertainment venue, a full-service luxury day spa, indoor/outdoor pool, gift shop and 22,000 square-foot conference center.

     

    Ameristar St. Charles

    One Ameristar Blvd.

    St. Charles, MO 63301

    What would it be like to be a Pinnacle Entertainment Team Member?

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