MAJOR FOCUS:

• To assure that all guest service department employees provide every Bally's Dover Guest consistently with FRIENDLY, COURTEOUS AND TIMELY SERVICE,

ESSENTIAL FUNCTIONS:

• Handles all guest inquiries in a courteous and informative manner, assists guests with business center service needs.
• Is in charge of the respective shift.
• Assures that all guest service department employees report to work as scheduled and on time: clean appearance, properly uniformed, including nametag.
• Briefs every employee reporting to work on the DAILY EVENT SHEET, that outlines special events, meetings, and activities at Bally's Dover.
• Assures that all guest service department employees adhere to our established SERVICE STANDARDS. Does two short, written Service Standard Evaluations daily to provide constant feedback and motivation to the employees.
• Pays particular attention to:

1. That all arriving guest luggage is delivered within 10 MINUTES, and that all departing guest luggage is picked up within 10 MINUTES.
2. That valet parking waiting time doesn't exceed 5 MINUTES on weekdays and 10 MINUTES on special event days or Saturday nights.

• Assures that there is always a high degree of co-operation by all guest-service department employees, benefiting both, the employees' enjoyment of their work, and the highest level of service that we provide to our guests.
• Assures that:

1. Luggage carts are kept in good repair and polished presentation and are all accounted for at the end of every shift.
2. That all luggage storage areas are always kept clean and orderly.
3. That the hotel Porte-cochere is always kept clean and in excellent appearance.

• Keeps the shift log up to date, registering any incident, and advises the Room director or Front Desk Supervisor on duty of any unusual situation.

REQUIREMENTS/EDUCATION:

• High School diploma or equivalent required
• Prior customer service work experience
• Friendly, outgoing, helpful personality
• Reliable, good communicator, good motivator
• Service, Quality, Guest and Employee oriented.
• Ability to reach for specific objects at short distances in local working area
• Ability to perceive quality of work, read material and review documents; receive instructions and hear inquiries from guests, clients or staff
• Ability to bend, stoop, or kneel
• Ability to perceive sizes, shapes, temperatures, textures; smell specific odors or aromas; perceive depth and distance
• Ability to perform job tasks and remain vigilant in the event of an emergency
• Ability to sit/stand for extended periods of time, 4 hours
• Ability to ascend and descend stairs and travel to other locations within the facility
• Ability to lift objects up to fifty (50) pounds.

ORGANIZATIONAL RELATIONSHIPS:

Accountable to: Hotel Manager, Hotel Ops Director

Accountable for: Door Attendants

Bell Attendants

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all work requirements that may be inherent in the position.

Bally's Dover is an equal opportunity employer.

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