Room Service Receptionist

The Room Service Receptionist is responsible for providing the guest with an enjoyable, expertly served in-room dining experience that exceeds their expectations. In order to execute this goal you may be required to perform any combination of the following duties: Answer all incoming calls for room service, maintaining a multi-line switchboard, coordinating all special requests with room service butlers, servers and runners, respectfully listen to and convey any guest issues to Room Service Shift Managers and Room Service Manager.

All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.

ESSENTIAL FUNCTIONS

1. Report to work station as scheduled and on time.
2. Complete the shift and check schedule for next shift.
3. Professionally answer all incoming room service calls with professional manner before the 3rd ring.
4. Assist guests with any questions regarding room service menus.
5. Direct any guest issues to appropriate management for immediate guest recovery.
6. Assist guest with any requests by notifying shift manager of additional needs.
7. Coordinate door hangers with shift managers for overnight turnaround.
8. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
9. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
10. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
11. Must complete all required SGC Training programs within nine (9) months from commencement of employment.
12. Attend all necessary meetings.
13. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule. QUALIFICATIONS/REQUIREMENTS: Education/Experience:
14. Must be 18 years of age or older upon employment.
15. High school diploma or equivalent is preferred.
16. Ability to communicate in English.
17. Must be able to work in a fast pace, busy and noisy environment.
18. Six (6) months previous office experience with answering phones and coordinating customer service needs within a specific time frame.
19. Excellent guest relation skills and an ability to be attentive and anticipate all guest needs are necessary. Language Skills and Reasoning Ability :
20. Must possess excellent communication skills.
21. Ability to write routine correspondence and to speak effectively and interact well with the customers and employees.
22. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
23. Must possess a friendly, customer service oriented manner and voice. Physical Requirements and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. Must be able to work in an environment where smoking is permitted.
24. Must be able to maintain professional, friendly phone manner for up to six (6) hours at a time.
25. Must be willing to work with all members of Room Service Department to coordinate and anticipate the guests’ needs for in-room food and beverage service. Salary Starting Rate: $16.00 Compensation is negotiable based on experience and education. Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.