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Bell Captain
GENERAL SUMMARY
The Bell Captain oversees all operations and services provided by the Bell Services Department under the direction of the Guest Services Supervisor. Ensure staff is scheduled and assigned appropriately. Review payroll, overtime, and all activities and report on a daily basis to Guest Services Supervisor. Assist with maintaining inventory of department supplies. Coordinate all group arrival/departure patterns. Train all Bell Staff Team Members. Assist with interviewing, hiring, and carrying out any disciplinary action. Satisfy all guest’s needs and wants. FOUR DIAMOND SERVICE AGREEMENT All Team Members will display a Four Diamond commitment to guest service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC). KEY RESPONSIBILITIES • Assist guests with appropriate check-in/check-out procedures. • Listen and respond to guest inquiries in a professional manner. • Resolve guest issues efficiently and in a courteous manner. • Answer questions while up-selling the Resort’s outlets and other promotional amenities. • Offer assistance by providing accurate information on the services of Pechanga Resort Casino. • Liaise with other departments on service delivery issues and guest expectations. • Comply with Resort policies and procedures. • Comply with departmental Service Guarantees. • Effectively deal with internal/external guest. • Implement and monitor department Service Standards to ensure quality service. • Generate, review, and analyze daily reports in order to monitor service delivery and Team Member performance. • Communicate effectively using verbal, written, and listening skills with guests and Team Members. • Ability to logically and independently plan, organize, and complete work in a timely manner. • Ability to perceive quality of work, review documents, and receive direction from guests and Team Members. • Keep immediate supervisor informed of all issues and difficult situations. • Conduct regularly scheduled meetings with staff. • Ensure that all Bell Team Members meet service guarantees. • Ensure that all Bell Team Members comply with departmental polices and procedures. • Maintain Bell Staff attendance and Bell Porterage records. • Provide input and implementation of departmental and individual Bell Staff goals. • Ensure shift changes are smooth with proper communication to the relieving shift. • Remain calm and alert, especially during emergency situations and/or heavy Resort activity. • Compile departmental work schedules and monitor workload to ensure a proper balance of work. • Assist in the budget process and maintain the allotted budget for Bell Services. • Efficiently operate a moderately complex computer system (OPERA). • Provide instructions/guidance for guest and Team Member safety in the event of fire/emergencies. • Attend all training classes/seminars that may enhance work performance or job knowledge. • Other duties as assigned. ACCOUNTABILITY: This position serves in a supervisory capacity. Responsibilities may include budgeting, hiring/terminations, Team Member relations issues, mentoring, and corrective actions. This position requires a mindful approach to resource management and is responsible for maintaining and providing a positive and professional work environment. The Team Member is responsible for protecting the assets of PRC. QUALIFICATIONS AND GUIDELINES EDUCATION/EXPERIENCE/TRAINING: High school diploma or general education degree (GED); at least one (1) year relative work experience; at least two (2) years in a lead or supervisor role is preferred. COMMUNICATION SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to guests, clients, and other Team Members of the Company. MATHEMATICAL SKILLS: Ability to add and subtract two-digit numbers, and ability to multiply and divide by 10 and 100. Ability to perform these operations using units of U.S. currency, weight measurement, volume, and distance. REASONING ABILITY: Ability to use reasoning and understanding to carry out detailed, but uninvolved, written or oral instructions. Ability to deal with problems while remaining flexible and adaptable to help ensure the desired outcome. CERTIFICATES, LICENSES, REGISTRATIONS: • Must qualify to obtain and maintain a Class “A” gaming license. SKILLS/ABILITIES: • Great smile and a positive attitude. • Make eye contact while speaking. • Ability to work under stressful situations. • Professional demeanor. • Must demonstrate excellent guest service. • Must be available and willing to work weekends and/or holidays when necessary. • Must be flexible with hours and/or shifts. • Ability to read, write, comprehend, and communicate in clear and understandable English. • Maintain favorable working relationships with all departments and Team Members to foster and promote a cooperative and harmonious work environment. • Ability to act independently while analyzing data and draw conclusions from written and computer generated materials. • Ensure the Hotel is clean, organized, and free of health and safety hazards. Report unsafe equipment or unusual situations to immediate supervisor. • Provide instruction and/or guidance for guest/Team Members in fire or any other emergency situation. |