-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:
-Oversee, train, guide, support front desk team members and
participate, as needed, in front desk 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; 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
-Establish and implement standards and procedures to ensure the
highest level of guest service.
-Assist the front desk manager as needed with timely interviews,
scheduling, appraisals, progressive discipline and supervision of
all directly assigned personnel.
-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, providing accurate directions, and
information for guest inquiries about promotions and special
-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.
-Sell rooms as needed at front desk to reach occupancy goals using
-Work under pressure, odd or unusual hours, including weekends and
-Resolve problems/conflicts in a professional, diplomatic and
-Adhere to all administrative policies (LDC Policy & Procedure
Manual and departmental procedures), safety rules and health
-Maintain strong knowledge of the hotel property management system
and how to use the system to maximize hotel revenues.
-Schedule regular shift meetings with front desk team members.
-Stay well informed of all hotel related statistics including room
rates, package specials, occupancy, group business and casino
events. Keeps team members aware of same.
-Review and approve all shift work completed at front desk.
-Use discretion and maintain confidentiality when handling
-Communicate with all levels of management and clientele.
-Provide important information to the staff as needed.
-Research new and innovative ways of improving guest satisfaction
and work applications.
-Maintain a clean, safe, hazard-free work environment within areas
-Work closely with front desk team members and housekeeping to
ensure accurate room status and address guest situations or
-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.
-Communicate with area hotels to establish occupancy, rates and
-Actively participate in Supervisory Development Leadership Series
-Actively participate in LDC's Management Capacity Program
-Perform additional duties and responsibilities as necessary or