The Opportunity

As the Rooms Controller for Grand Casinos, you will review arrivals reports and block special requests, monitor and balance room and bed options, and process reservations.  You will work closely with the Events Sales Executive, Events Coordinator, and other internal departments to coordinate group accommodations. Additionally, you will engage in front desk duties, such as greeting Guests, handling reservations, processing payments, and ensuring the security of Guest information. Your role will also involve pre-registering Guests, preparing key packets, and organizing check-in procedures for arriving groups. Other duties include providing accurate information to Guests about services/amenities, greeting Guests at the bell station, safely and courteously, checking their luggage, ensuring optimum Guest service with each interaction.

What you get to do

• Greet, register, and manage the check-out process for Guests, delivering outstanding service in line with the hotel's standards.
• Process transactions accurately and efficiently, adhering to company policies for check-in and check-out.
• Maintain an up-to-date inventory of vacancies, reservations, and room assignments.
• Address Guest requests, concerns, or inquiries promptly and courteously, providing clear information about facilities and operational hours.
• Stay informed about Grand Casino properties and nearby events to advise Guests effectively.
• Explain room features and equipment to Guests upon entry, ensuring they understand the operation of locks, televisions, and thermostats.
• Collaborate with Housekeeping, Bell Staff, Player Development, and Events Services to fulfill special requests and amenities for Guests.
• Coordinate room assignments for VIP members, ensuring an optimal balance of room types and availability for upgrades.
• Process payments for third-party reservations (e.g., Expedia) and credit card authorizations.
• Verify and manage billing for incoming and departing ICOMP Guests, resolving any discrepancies.
• Address issues related to coupons, tax exemptions, and reservation changes, ensuring accurate billing and record-keeping.
• Prepare the shift cash report, balancing payments and disbursements with property management systems, and prepare the bank drop envelope for shift end.
• Assist Guests with luggage and escort them to their rooms as part of Bell Person duties.
• Perform duties of Guest Service Supervisor as needed.
• Contribute to the overall success and efficiency of the team by performing other departmental duties as assigned.

What We Look for In a Person

• 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.

What We Offer You

• We have a fun, energetic personality and are adventurous, creative, and open minded.
• We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty)
• Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
• We are a career accelerant, which means developing our Associates is one of our main priorities.
• We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
• A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.

What Qualifies You

• High School Diploma, General Education Degree (GED), or equivalent experience.
• Six (6) months Front Desk experience required.
• Bring your hardcore work ethic, attention to detail, your ability to have fun and we will train for the rest.
• Must be able to secure license from Gaming Regulatory Authority (GRA).
• 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.

Physical Needs

• 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.

Must Have Skills

• Strong commitment to delivering outstanding Guest service with a professional and courteous demeanor.
• Excellent verbal and written communication abilities to interact effectively with Guests, internal departments, and team members.
• Strong organizational skills to manage room assignments, special requests, and coordinate with various departments.
• Aptitude for addressing and resolving Guest requests, concerns, or inquiries in a timely and satisfactory manner.
• Ability to work collaboratively with Housekeeping, Bell Staff, Player Development, and Events Services to ensure Guest satisfaction.
• Maintaining a professional demeanor and appearance, with a commitment to regular attendance and punctuality.
• Willingness to work various shifts, including nights, weekends, and holidays, to accommodate hotel operations and Guest needs.