-Adhere to Laguna Development Corporation (LDC) Core Values,
Policies & Procedures.
-Act as a role model within and outside the casino.
-Maintain a positive and respectful attitude toward customers and
-Consistently report to work on time prepared to perform duties of
Essential Duties & Responsibilities:
-Perform front desk related duties including, but not limited to:
processing room reservations; checking-in/out guests; assigning
rooms; posting charges to guest accounts and making
corrections/adjustments as needed with supervisor approval;
handling guest requests, complaints and service recovery issues
promptly and professionally; cashiering in accordance with LDC
cashiering procedures which comply with accounting standards; and
informing guests of casino activities.
-Welcome guests and offer a variety of services to accommodate the
-At all times be friendly, efficient and professional; promote
positive guest and employee relations; and provide exceptional
guest service with a SMILE.
-Build relationships and loyalty with guests through sincere and
meaningful interactions both in person and on the phone (e.g.,
learn guests' names and preferences; connect with them individually
and professionally; smile; make eye contact and verbally greet
-Be a team player (e.g., work toward team goals and foster a
collaborative and positive work environment; put the team first;
assist coworkers; treat all coworkers with kindness, courtesy and
respect; never engage in negativity; maintain openness to coaching,
learning and improving; receptive to change and willingness to
embrace challenges with team-spirit).
-Develop a thorough knowledge of services, room locations,
amenities, surroundings (e.g., gift shop, restaurants, theater,
etc.), providing accurate directions, and information for guest
inquiries about promotions and special events.
-At all times maintain a courteous, positive and professional
working relationship with all LDC personnel and the general public
(e.g., coworkers, clients and vendors).
-Work under pressure; maintain regular and punctual attendance
including working odd and unusual hours, weekends and holidays.
-Stay informed of all hotel related statistics including room
rates, package specials, occupancy, group business and casino
-Communicate, on a daily basis, with front desk team members and
the housekeeping department to stay informed on all guest related
-Sell rooms as needed at front desk to reach occupancy goals using
-Adhere to all administrative policies (LDC Policy & Procedure
Manual and departmental procedures), safety rules and health
-Follow standards and procedures to ensure the highest level of
-Maintain strong knowledge of the hotel property management system
and how to use the system to maximize hotel revenues.
-Utilize approved ways of improving guest satisfaction and work
-Communicate with area hotels to establish occupancy, rates and
-Review and audit all shift work completed at front desk.
-Maintain confidentiality when handling sensitive information.
-Maintain a clean, safe, hazard-free work environment within areas
-Participate in Laguna Development Corporation meetings and events
-Cooperate with the TGRA to ensure compliance with all rules and
regulations established within the gaming operation.
-Request supervisor assistance when needed.
Perform additional duties and responsibilities as necessary or