Under the direction of the Supervisor, Front Desk, the Front Desk Associate is responsible for administering Front Desk operations in the Hotel's continuing effort to deliver Best in Class customer service. Assists with guest inquiries, requests and needs, prior to, during, and after their stay. Works closely with all Hotel departments to coordinate seamless delivery of guest services. This highly visible position is responsible for creating unique memories, building rapport, and maintaining professional relationships with guests to enhance their overall experience, all while following and meeting the Forbes Travel Five Star guidelines.

Essential Duties & Responsibilities

1. Provides highest level of service experience to guests during all interactions and actively aspiring to reach Department and enterprise defined goals and objectives.  Welcomes guests with friendly and sincere demeanor while meeting Forbes Travel Guidelines (i.e. guest’s registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments), Assists with all guest’s reservations, as well as folios and billing questions.  Addresses guest’s concerns and resolves issues with expedited follow-up.  Goes above and beyond to recover any service opportunities and exceed guest expectations.

2.Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly.  Maintains proper record keeping for guest accounts; remaining knowledgeable and current on all Hotel offerings and local surroundings to provide most appropriate and applicable suggestions to guests.  Handles all guest interactions with highest level of hospitality and professionalism, and accommodating special requests whenever possible and with sense of urgency.

Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor or Manager on Duty as needed.  Follows-up to ensure requests have been completed in a timely manner

3. Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor or Manager on Duty as needed.  Follows-up to ensure requests have been completed in a timely manner.

4. Safeguards confidential nature of guest, Department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.  Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills.  Completes regular customer service and safety training to keep certifications current as needed.

5. Performs other duties as assigned to support efficient operation of Department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.
• Minimum of three (3) years of customer service experience required. 
• Hotel or administrative customer service experience preferred. 
• Upscale hotel experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must have strong multi-tasking skills.
• Effective English written and verbal communication.  
• Ability to identify and prioritize issues.
• Excellent organizational skills.
• Intermediate computer skills required.
• Must be reliable, pleasant, and maintain a positive attitude.
• Must be able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions.
• Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Select One of the Following:

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

 Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!