Security Guard I

DUTIES & RESPONSIBILITIES

Shooting Star Casino team members will always deliver excellent guest service to our guests and fellow co-workers. 

      Our Star Service expectations include being:

• WELCOMING – Make every person feel invited and accepted
• PROACTIVE – Anticipate Guest needs
• UNIQUE – Create a one-of-a-kind experience at every opportunity
• RESOURCEFUL – Resolve the need
• COMPLETE – Take care and close

 Develops and maintains policies and procedures in regard to front office, back office and housekeeping team members duties to ensure adequately trained team members are providing quality guest service.

• Completes and tracks team member training progress and reports results.
• Develops, maintains, and updates training policies and procedures manual, curriculums, and testing for all hotel team members.
• Advises front office, back office, and housekeeping team members in the application of Shooting Star’s rules, regulations, policies, and procedures.

Provides training to all front office, back office, and housekeeping team members to ensure high guest satisfaction.

• Conducts initial and on-going training.
• Evaluates training needs and coordinates appropriate training schedules for team members.
• Evaluates the work of team members following training.
• Provides input to the Front Office Manager regarding the performance of new team members throughout the probationary period.
• Completes training progress reports for Front Office Manager.

Provides exceptional customer service to ensure overall guest satisfaction.

• Delivers quality customer service in a timely manner to all guests.
• Acknowledges and responds to guests immediately.
• Answers routine questions when certain of the answer; will seek out answer when not positive.
• Ensure security and emergency evacuation procedures are followed.
• Addresses complaints and the problem resolution process.
• Greet guests and walk them through the check-in process, accurately updating their record.
• Assist guests by checking out, receiving, and properly posting payments.
• Promptly answer telephone calls and expedite to the proper person.
• Adequate training in cleaning hotel rooms.
• Taking care of guests’ needs when staying over in the hotel.

Performs other duties and responsibilities as required or assigned.

 

EDUCATION & EXPERIENCE

Bachelor’s degree (B.A. or B.S.); or equivalent in related field from four-year college or technical school; or minimum of four years management/supervisor experience and/or training.

Certificates, Licenses & Designations

Must meet the requirements as prescribed by the Tribal-State compact for Gaming.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and skill in using a personal computer and related software including Visual One or similar property management system, and Microsoft Office applications.
• Skill in basic math functions to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages, area, circumference, and volume.
• Skill of determining alternatives that would correct a situation to provide effective guest service.
• Knowledge of all areas of hotel operations including layout of building and room location.
• Ability to maintain an accurate and complete filing system.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to maintain friendly customer service with a smile.
• Ability to ensure the strictest of confidentiality is maintained at all times.
• Ability to follow procedures and pay attention to detail.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or other team members of the organization.
• Ability to define problems collect data, establish facts and draw valid conclusions.
• Ability to frequently stand for long periods of time.

WORKING CONDITIONS

• Work is completed in an office setting where the noise level is usually moderate.
• Minimal lifting and/or moving objects up to 25 pounds.
• Occasional exposure to moderate concentration levels of tobacco smoke.

Note:  Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job.  They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.