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Hotel Night Auditor - Full Time

Company: Penn National Gaming
Location: Joliet
Posted on: November 10, 2019

Job Description:

OverviewDont just work. Work Happy.A career in gaming? Hollywood Casino Joliet we think youll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.An individual could be successful if they possess the following.Your daily responsibilities include

  • This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members.
  • Check guests in and out of rooms and RV Park.
  • Make guest reservations, assign rooms/ RV slots and make keys.
  • Answer incoming telephone calls and provide appropriate assistance such as directions, property events or promotions.
  • Answer PBX incoming calls and distribute throughout property.
  • Enter reservations for Hotel/RV park accommodations based on availability.
  • Verify payments received.
  • Check arrivals and departures.
  • Run daily reports.
  • Count cash drawer and balance shift transactions.
  • Perform daily cash drops and sign proper drop logs.
  • Perform daily inventory of front desk supplies and RV park supplies, notifying Supervisor of ordering needs.
  • Assist Supervisor in data entry for reports.
  • Hotel rate yield management, balancing hotel inventory, identifying potential walks.
  • Ability to possess a sales strategy mentality to maximize occupancy and revenues.
  • Adheres to all established credit and internal audit procedures to minimize exposure to loss of revenues.
  • Using proper accounting procedures to correct discrepancies.
  • Invoking service recovery when appropriate.
  • Review guest room accounts for accuracy.
  • Expert in Emergency procedures and has a thorough knowledge of all crisis communication material.
  • Handle departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; complete cashiers reports.
  • Ability to complete night audit checklist with accuracy.
  • Prepare informational packets as needed.
  • Fill in for Breakfast Greeter as required.
  • Understands and adheres to all Property and departmental standards, policies and procedures.
  • Receive in-bound calls and dispatch or handle appropriately.
  • Perform out-bound calling efforts as scheduled and prioritized by supervisor or ETS system.
  • Perform basic functions, data input and acquire information from the following: ACSC, LMS, PBX, Open Table
  • Achieve established levels of activity and meet objectives for number and length of calls attempted, calls completed, sales results, and abandoned calls, up-selling and the accuracy and completeness of data input.
  • Maintain detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.
  • Handle reservation requests for invitational events, hotel, restaurants and concerts.
  • Utilize event manifests, RSVP spreadsheets and refer to fact sheets as needed to fulfill call center initiatives.
  • Provide regular updates on reservation status and response summaries.
  • Directly handle guest issues and concerns determining alternate solutions and resources in order to resolve issues.
  • Work in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.
  • Deliver phone scripts in a compelling and confident manner, effectively offer tool box amenities and establish follow up action when executing out-bound calls.
  • Carry out several simultaneous tasks: take rapidly-arriving incoming calls in succession, provide courteous, personalized and professional service, and proficiently and accurately enter and assess data across multiple systems and programs.
  • Provide superior service delivery and strong persuasive communication skills.
  • Consistently follow the processes and procedures outlined for handling calls including up-selling, personalization, standardization and quality control measures
  • Perform a variety of record keeping, filing, indexing and other general administrative functions.
  • Operate a variety of communication equipment.
  • Must display the ability to be a team player and interface with other departments to develop key relations to insure maximum efficiency in completing job tasks
  • Responsible for stocking and working Sundry shop.
  • Assist with Differentiated EP services
  • Other duties as assigned.ADDITIONAL DUTIES/JOB DIMENSIONSRegular attendance in conformance with the standards, which may be established by Hollywood Casino from time to time, is essential to the successful performance of this position. Cast Members with irregular attendance will be subject to Hollywood Casino disciplinary action procedures up to and including termination of employment.Due to the cyclical nature of the hospitality/entertainment industry, Cast Members may be required to work varying-schedules to reflect the business needs of the property.Upon employment, all Cast Members are required to fully comply with Hollywood Casino policies and procedures for the safe and efficient operation of Company facilities. Cast Members who violate Company policies and procedures are subject to disciplinary action up to and including termination of employmentTo be successful in this position it will require the following skill setTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and/or EXPERIENCEHigh school diploma or equivalent is required along with 6 months of customer service experience. One year experience in telephone procedures, communication and data entry preferred. Guest Service, Sales or Call Center Experience Preferred. Proficient with data entry and excellent oral communication skills. Negotiation and persuasive communication skills a plus. Must be comfortable in a fast-paced, performance based call center, where calls are monitored, recorded and assessed for accuracy, speed, and quality of service and sales delivery. Must possess a pleasant outgoing personality and portray a professional temperament for dealing with varied internal and external customer situations. Must be able to handle multiple tasks quickly with a great deal of detail and accuracy. Ability to work under pressure, exercise good tact and independent judgment in difficult situations. This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. Must understand and speak the English language.LANGUAGE SKILLSAbility 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 customers, clients, and other Cast Members of the organization.REASONING ABILITYAbility to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.PHYSICAL DEMANDSWhile performing the duties of this job, the Cast Member is regularly required to talk and hear. The Cast Member frequently is required to stand and walk. The Cast Member is occasionally required to sit; reach with hands and arms; stoop, kneel, and crouch. The Cast Member must occasionally lift and/or move up to 50 pounds. The Cast Member requires manual dexterity to operate all necessary equipment. Specific vision abilities required by this job include close vision and distance. Work shifts are typically scheduled from 10:30pm to 7am.Something to leave you withPenn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means youll enjoy a fun working environment.Now that you have read about who we are, here is your opportunity to see what we're about!Equal Opportunity EmployerJob ID 2019-65695Casino Property Hollywood Casino JolietPosition Type Regular Part-TimeCategory Hotel Services

Keywords: Penn National Gaming, Joliet , Hotel Night Auditor - Full Time, Hospitality & Tourism , Joliet, Illinois

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