GENERAL SUMMARY
Responsible for assisting guests with their luggage when checking in and out; acting as concierge; and ensuring an efficient, safe, and welcoming experience.
CORE SCOPE OF POSITION
- Assists guests with their luggage in a timely manner when checking in and upon checking out.
- Orientates each guest to their room when delivering guests’ luggage.
- Organizes and stores luggage in a designated area as necessary.
- Documents luggage tickets with guest name and number of bags.
- Acts as concierge and answers telephone calls within three rings.
- Provides guests with directions and information regarding property amenities, services, hours of operations and local areas of interest.
- Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests service needs; and thanks guests with genuine appreciation.
- Answers telephone calls, responds to all guest requests/complaints, and follows through to assure satisfactory outcome and compliance.
- Builds and maintains relationships with new, regular, and frequent guests in order to cultivate and encourage repeat visits by using their name.
- Opens ladies’ doors first.
- Provides assistance to all guests when they go in and out of vehicles.
- Maintains proper control of all guest keys.
- Documents all tickets with guest name, and walks around each vehicle noting damage.
- Maintains and organizes work area.
- Partners with and assists other team members to promote an environment of teamwork in order to achieve common goals.
- Attends staff meeting/trainings for update on ongoing hotel activities and promotions.
- Complies with and follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
- Notifies Loss Prevention/Security of any guest reports of theft.
- Ensures that a clean, safe, hazard-free work environment is maintained.
**STYLE SERVICE COMMITTMENT **
All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!
INTERACTION
- Interacts with guests and peer groups.
SUPERVISION
- Does not provide supervision to others.
Required Skills
KNOWLEDGE AND SKILLS
- Detail-oriented, organized, self-motivated, and values teamwork.
- Ability to effectively communicate with guests and team members verbally or in written form.
- Ability to multitask and work in a fast-paced environment.
- Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
Required Experience
EDUCATION/CERTIFICATION
- High school diploma or general education degree (GED).
- CA Driver’s license and good driving record.
EXPERIENCE
- Three months or more of related experience.
- Guest service experience.
- Must be age 21 years of age or older.