Job Description

Job Description

Job Description

Summary of Position

Responsible for performing in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests, which contributes to an overall positive experience.

Organizational Relationships

Reports to:

Front Desk Manager/Director of Front Desk

Supervises:

Qualifications and Skills

• Must be 18 years of age or older
• Excellent communication and interpersonal skills, as well as listening attentively to guests
• Strong attention to detail
• Ability to multitask and prioritize effectively with front desk activities
• Ability to provide and receive constructive feedback and guidance
• Work flexible schedule including nights, weekends, and/or holidays as needed

Education and Experience

• High School diploma/GED or equivalent education
• Bilingual preferred but not required
• Hospitality training preferred
• Previous experience in customer service role, specifically hospitality or hotel setting
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.

Duties and Responsibilities

Guest Check-in and Check-out:

· Greet guests with a warm welcoming manor

· Registering arriving guests, assigning rooms, processing payments, and handling departure procedures

• Make and issue room key and instructions directly to guest as appropriate, without announcing room numbers

Guest Inquiries:

· Answer questions about hotel amenities, local attractions, directions, and services (i.e. hotel services, arcade, waterpark, shopping, dining and local entertainment).

Reservation Management:

• Taking room reservations, confirming details, managing room availability, and canceling reservations as needed

Customer Service:

· Providing a friendly and helpful demeanor to address guest concerns and requests

Complaint Handling:

· Resolving guest complaints in a professional and timely manner along with the Supervisor

Billing:

· Compute bill collects payment and makes changes for guests.

• Understand and enforce the hotel company credit policies
• Close guest balances

Performs other related duties as assigned by the Font Desk Manager and /or Director of Front Desk

Showboat Core Values

Demonstrates Showboats core values in the performance of position responsibilities:

1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.

2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.

4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.

5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.

Essential Functions

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
• The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
• The ability to work with mathematical concepts and to apply concepts to practical situations.
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to use a computer to communicate, create, and access information.
• The ability to lift and move 25 pounds.
• The ability to sit/stand/bend/stretch, etc.
• The ability to use hands to finger, handle, or feel and reach with the hands and arms

Physical Demands

Constantly – occupation requires this activity more than 66% of the time (5.5+ hours/day)

Frequently – occupation requires this activity from 33% to 66% of the time (2.5 – 5.5 hours/day)

Occasionally – occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day)

Not Applicable – activity is not applicable to this occupation.

Physical Demands

Stand

Constantly

x

Frequently

Occasionally

Not Applicable

Walk

Constantly

x

Frequently

Occasionally

Not Applicable

Sit

Constantly

x

Frequently

Occasionally

Not Applicable

Handling/Fingering

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Outward

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Above Shoulder

Constantly

Frequently

x

Occasionally

Not Applicable

Climb

Constantly

Frequently

x

Occasionally

Not Applicable

Crawl

Constantly

Frequently

x

Occasionally

Not Applicable

Squat or kneel

Constantly

Frequently

x

Occasionally

Not Applicable

Bend

Constantly

Frequently

x

Occasionally

Not Applicable

Lift/Carry

10 lbs. or less

Constantly

Frequently

x

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

21 to 50 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

51 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Over 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Push/Pull

12 lbs. or less

Constantly

Frequently

x

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Environmental Factors

Extreme Cold (non-weather)

Constantly

x

Frequently

Occasionally

Not Applicable

Extreme Heat (non-weather)

Constantly

Frequently

x

Occasionally

Not Applicable

Loud Noise Level

Constantly

Frequently

x

Occasionally

Not Applicable

Other

Ability to Read

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Speak English

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Understand Verbal Directions

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work Regularly

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work on Time

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Work Safely

x

Constantly

Frequently

Occasionally

Not Applicable

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

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