-Adhere to Laguna Development Corporation (LDC) Core Values,
Policies & Procedures.
-Act as a role model within and outside the corporation.
-Maintain a positive and respectful attitude toward customers and
-Consistently report to work on time prepared to perform duties of
Essential Duties & Responsibilities:
-In a friendly, efficient and professional manner perform PBX
duties such as but not limited to: Coordinate/process hotel room
reservations; answer incoming/outgoing telephone calls Receive
internal and external calls in order to answer questions, direct
calls or provide general information, transfer calls to appropriate
guest rooms, staff or departments; record and relay complete and
accurate messages for hotel guests; offer a variety of services to
accommodate guests; handle guest requests, complaints or service
recovery issues, communicate complaints to appropriate
-Maintain strong knowledge of the hotel property management system
and how to use the system to maximize hotel revenues.
-Communicate on a daily basis with the central services manager,
central services lead and front desk supervisor, to stay informed
on all guest related issues.
-Sell rooms as needed to reach occupancy goals.
-Maintain a clean, safe, hazard-free work environment within areas
-Resolve problems/conflict in a professional, diplomatic and
tactful manner; maintain strict confidentiality when handling
-Make quick decisions in a fast past environment.
-Adhere to departmental procedures, safety rules and health
-Communicate with area hotels to establish occupancy, rates and
-Utilize approved ways of improving guest satisfaction and work
-Request supervisor assistance when needed.
-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.
-Follow selling strategies to insure maximum occupancy within
designated market segments.
-Build relationships and loyalty with guests both in person and on
the phone through sincere and meaningful interactions (e.g., learn
guests' names and preferences; connect with them individually and
professionally; smile; make eye contact and verbally greet guests
from arrival to the property through departure; and provide fast
and friendly service to guests).
-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 hotel staff, services, room
locations, room types and rates, group business, amenities, and
surroundings, hours of operation for hotel and casino, 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.
-Work with the Security department in emergency situations.
Demonstrate a complete understanding of all emergency procedures
and is able to implement these procedures immediately if a
situation should arise (bomb scares, emergency evacuation,
-Receive and record wake-up call requests. Perform wake-up calls in
a timely manner.
-Knowledgeable with the Players Club and encourages all guest to
utilize this service.
-May cross train with the Front Office and assist when
Perform additional duties and responsibilities as necessary or