COMMAND CENTER COORDINATOR

Summary:

Responsible for the successful operation of the front desk command center. Act as the primary resource for the operational and administrative functions for booking and overseeing room inventory. Responsible for managing day-of rates as well as next-day rates for the hotel. Closely monitor the inventory to ensure all room types are properly booked. Provide excellent customer service to all hotel guests, answering questions and resolving guest concerns in a positive manner.

Essential Functions and Responsibilities:

• Responsible for answering all incoming calls
• Responsible for resolving guest complaints / disputes to ensure guest satisfaction
• Maintains positive guest relations at all times
• Successfully manage room inventory to avoid overbooking
• Accurately manage current and future room rates on a regular basis
• Answer calls from guests as well as respond via the hotel texting system
• Responsible for running hotel reports
• Responsibilities include liaison between the front desk, housekeeping, casino services and facilities
• Pre block and obtain the status of all reservations with special request and special needs and notify housekeeping for any special accommodations
• Make sure all suites are assigned
• Reports to housekeeping any early check outs or request for early check ins
• Update discrepancies in LMS
• Responsible for guest gift cards
• Responsible for due outs
• Maintain a positive working relationship with other departments throughout the hotel/casino
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Qualifications

• Minimum 1 to 6 months previous experience in same or similar role preferred
• Proven experience providing superior guest service skills required
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving few concrete variables in standardized situations
• Proven experience providing high level of guest service
• Proficient in Word, Excel, and Outlook
• Ability to use ten key adding machine by touch preferred
• Must be at least 18 years of age
• High school diploma or equivalent
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• N/A

Physical Requirements

• Continuously standing (50% of the time)
• Occasionally push and/or pull up to 25 lbs.
• Occasionally lift and/or carry up to 25 lbs. at floor, knee, waist, and chest levels
• Walking, bending, kneeling, lifting, pulling, pushing and using chemical agents (less than 25% of the time)
• Frequently walk and sit
• Constant use of hearing and vision, distinguishing between shades of color, and using tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky and noisy

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.