- Adheres to all departmental and property policies and procedures regarding guest service standards. - Acts as a leader of the department working with and on behalf of the supervisory team; keeps team members and department leaders well-informed regarding hotel operations. - Provides training and insight to Front Desk Clerks; distributes shift work to team members as directed. - Possesses complete knowledge of Hotel Front Desk policies and procedures and assures their implementation. - Responsible for the accurate check-in and check-out of each guest.- Handles complex guest service situations such as room moves and unassigned reservations; acts as communication center between guests and various internal departments to ensure guest satisfaction. - Ensures that all guest contact is positive, informative, and thorough. - Ensures that rooms are clean prior to issuing keys.- Responsible for posting charges and settling folios for individuals, groups, and due outs communicated through Housekeeping. - Accurately enters all reservations into the computer system according to departmental policy and procedure. - Assists the Player Development team with all reservations and requests.- Performs group block management, including the entering of room lists, inventory control, coordination of casino reservations, checking resort room arrivals, and maintaining a professional relationship with all departments associated with the resort.- Answers phone and assists with clerical tasks. - Receives cash, checks, Credit cards, and comps in payment, obtaining proper approval and authorization. - Maintains an operating bank, renders bills and issues change; verifies accuracy of Front Desk Clerks’ banks and Audits.- Answers all reservation inquiries according to established guidelines, including assisting guests warranting complimentary accommodations. - Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the hotel/casino. - Responsible for the control of safe deposit transactions. - Works closely with the Executive Hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements. - Maintains knowledge of casino, hotel, community, and special events in order to provide guests with superior service. - Authorized to verify pre-approved room comping levels and to change incorrect information. - Performs as a Front Desk Clerk when necessary. - Resolves service issues according to established guidelines and procedures. - Handles PBX switchboard as directed. - Promotes a positive environment to achieve job satisfaction for all team members. - Promotes future sales through contact with guests. - Provides positive communication and uses Hilton CARE Culture with every patron and co-worker. - Performs duties in a safe manner; reports any potential safety hazards to management staff. - Performs any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service. - Maintains strict confidentiality in all company matters.
- Check guest in and out, wake up calls, conduct guest courtesy calls and respond as necessary, handle guest concerns and complaints, ensure guest comfort and satisfaction.- Greets, registers, and assigns rooms to guests. Issues room key and escort instructions to Bellhop.- Answers inquiries pertaining to hotel services; registration of guests; shopping, dining, entertainment, and travel directions.- Computes bill, collects payment, and makes change for guests.- Operate front desk computer system.- Communicate with other members of the hotel staff.- Handles Call Center when asked.- Promote a positive environment to achieve job satisfaction for all team members.- Take appropriate steps to maintain Hotel security and safety.- Promote future sales through contact with guests.- Refers guests to necessary departments to resolve issues concerning guests.- Maintain adequate supplies of all necessary items for the front office operations.- Attend and schedule meetings on Hotel issues, and pass on any pertinent information to the Hotel Supervisors to discuss any new issues, policies, or problems.- Maintain appropriate files and records for all Front Desk operations.- Make constant observations of team member’s performance to assure excellent customer service levels.- Complete the night audit daily in accordance with operational procedures.- Posts room charges and taxes to guest accounts.- Tracks room revenues, occupancy percentages, and other front office statistics.- Prepares a summary of cash, check, and credit card activities.- Summarizes results of operations for management.- Run end of day process in property management software (PMS).- Understand principles of auditing, balancing, and closing out accounts.- Handles and oversees administrative and clerical duties in the absence of the supervisor.- Verifies and monitors cashiering, and the performance of Front Desk Clerks.- Perform duties in a safe manner; report any potential safety hazards to management staff.
- Adheres to all departmental and property policies and procedures regarding guest service standards.- Acts as a leader of the department working with and on behalf of the supervisory team; keeps team members and department leaders well-informed regarding hotel operations.- Provides training and insight to Front Desk Clerks; distributes shift work to team members as directed. - Possesses complete knowledge of Hotel Front Desk policies and procedures and assures their implementation. - Responsible for the accurate check-in and check-out of each guest.- Handles complex guest service situations such as room moves and unassigned reservations; acts as communication center between guests and various internal departments to ensure guest satisfaction.- Ensures that all guest contact is positive, informative, and thorough.- Ensures that rooms are clean prior to issuing keys.- Responsible for posting charges and settling folios for individuals, groups, and due outs communicated through Housekeeping.- Accurately enters all reservations into the computer system according to departmental policy and procedure. - Assists the Player Development team with all reservations and requests. - Performs group block management, including the entering of room lists, inventory control, coordination of casino reservations, checking resort room arrivals, and maintaining a professional relationship with all departments associated with the resort. - Answers phone and assists with clerical tasks. - Receives cash, checks, Credit cards, and comps in payment, obtaining proper approval and authorization. - Maintains an operating bank, renders bills and issues change; verifies accuracy of Front Desk Clerks’ banks and Audits. - Answers all reservation inquiries according to established guidelines, including assisting guests warranting complimentary accommodations.- Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the hotel/casino. - Responsible for the control of safe deposit transactions. - Works closely with the Executive Hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements.- Maintains knowledge of casino, hotel, community, and special events in order to provide guests with superior service. - Authorized to verify pre-approved room comping levels and to change incorrect information. - Performs as a Front Desk Clerk when necessary. - Resolves service issues according to established guidelines and procedures. - Performs all other related and compatible duties as assigned.- Maintains strict confidentiality in all company matters.
- Provide stellar customer service to internal and external customers including participation in and promotion of customer service programs to continuously improve customer service. - Retrieve, prepare, display, sell and serve products to guests as required to serve party room events. - Follow appropriate food handling procedures to ensure safe, quality products. - Maintain freshness of food and beverage items by rotating and filling items as needed and maintaining items at appropriate temperatures. - Perform tasks to ensure an attractive and safe physical appearance of working areas including cleaning, sanitizing, sweeping and mopping all areas. - Ensure that all areas are clean and attractive including but not limited to cleaning tables and removal of dishes, cups, tableware, debris and litter and cleaning floors. - Ensure supplies are stocked as needed including but not limited to plates, napkins, tableware, condiments and food products. - Perform tasks as needed to complete necessary paperwork, account for cash, Credit or check payments and make appropriate drops. - Set up, tear down and clean up party room areas for events including proper arrangement and presentation of tables, chairs, decorations, AV equipment, stages, podiums, dishes, tableware, glasses, cups, and food and beverage products or other props or products as needed. - Operate machinery as needed including cash registers where applicable and beverage machines. - Receive and properly store and use items including pop canisters, CO2 tanks, bottled beverages and linens. - Comply with all alcohol awareness training.
- Provides personalized service and uses guest name - Resolves service problems according to guidelines- Serves as ambassador of goodwill while working and at customer and public relations functions; appears in publicity photos Promotes casino events and programs- Monitors guest consumption of alcohol and intervenes as needed according to guidelines- Takes drink orders, communicates with bartender, assists in the preparation of drinks and presents drinks to guests - Works well with others, especially beverage servers, bartenders, barbacks, beverage supervisor, and slots supervisor
Starting at $20/hour with the opportunity to earn up to $5,000 in QUARTERLY commission! - Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.- Makes decisions regarding valuable complimentary based on a consideration of recorded play, earned points, comp availability, and customer profitability. - Utilizes telemarketing, correspondence, referrals, email, and events to solicit and grow existing business. - Achieves departmental sales and growth goals. - Monitors patron activity and profitability of all assigned players.- Must be effective in sales, up selling, spin selling, and cross-property selling. - Maintains up-to-date information of all hotel and casino events to ensure guests will receive accurate and prompt information when requested.- Provides guests with hospitality arrangements, including rooms, food, and beverages, and assists with special requests at properties within the Penn Entertainment network.- Maintains knowledge of Casino Marketing and Player Development promotions and encourages guest participation. - Maintains knowledge of Credit procedures and encourages the use of Credit when appropriate. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. - Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.- Establishes a direct line of communication with all service departments for the purpose of caring for high value players.- Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc. - Provides assistance to the Manager as needed. - Provides professional representation at internal and external meetings and events. - Ensures interactions with internal and external guests follow the guidelines of customer service program. - Adheres to all Corporate and local policies, procedures, and operating guidelines. - Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management
ESSENTIAL DUTIES AND RESPONSIBILITIES The following and other duties may be assigned as necessary: - Promotes safety for personnel, guests and horses at the Zia Park Racetrack by performing the following duties: - Must enforce the Racing Commission Rules of Racing while on the racetrack, writing reports of all violations that take place while on duty. - Arrives on sound trained horse at the appointed time to lead procession of horses in post-position order to starting gate. - Leads or trails the post parade of each live race, keeping horses in line for the parade and releasing them for "warm up" before the race. - If requested, arrives on suitable pony ready for work at the appointed time for opening the track for training during training hours. - Rides after runaway horse to aid rider to regain control. - Catches any loose horses on the track while on duty. - Diverts riders from competitor involved in accident on racetrack. - Assists horse ambulance workers to remove injured horse from track. - Must be available to work for any training or racing hours. - Grooms and cares for own horse. - Carries out supervisory responsibilities in accordance with the Racing Commission Rules of Racing policies and applicable laws. - Responsibilities include addressing complaints and resolving problems. - This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. SUPERVISORY RESPONSIBILITIES - Carries out supervisory responsibilities in accordance with the Racing Commission Rules of Racing policies and applicable laws. - Directly supervises all riders/pony personnel while they are on the track. QUALIFICATION REQUIREMENTS To 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. Must be at least 18 years of age. - High school diploma or equivalent - Must be an experienced rider and have a pony rider license. - Must be able to catch loose or troubled horses while maintaining control of the pony being ridden. - Must be knowledgeable of the Rules of Racing. - Must qualify for an Outrider’s license with Racing Commission - Excellent customer service/communication skills - Must meet professional appearance standards as prescribed by company policy. LANGUAGE SKILLS Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required. Ability to speak and understand Spanish is an asset.
- Must enforce the Racing Commission Rules of Racing while on the racetrack, writing reports of all violations that take place while on duty.- Arrives on sound trained horse at the appointed time to lead procession of horses in post-position order to starting gate.- Leads or trails the post parade of each live race, keeping horses in line for the parade and releasing them for "warm up" before the race.- If requested, arrives on suitable pony ready for work at the appointed time for opening the track for training during training hours.- Rides after runaway horse to aid rider to regain control.- Catches any loose horses on the track while on duty.- Diverts riders from competitor involved in accident on racetrack.- Assists horse ambulance workers to remove injured horse from track.- Must be available to work for any training or racing hours.- Grooms and cares for own horse.- Directly supervises all riders/pony personnel while they are on the track. - Carries out supervisory responsibilities in accordance with the Racing Commission Rules of Racing policies and applicable laws. - Responsibilities include addressing complaints and resolving problems.- This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members.
- Enforce the Pennsylvania Rules of Racing while on the racecourse, writing reports of all violations that take place while on duty. - Maintain safety of the track and verify that all safety equipment required to be worn by those entering the racetrack for exercising or racing is being worn. - insure that all horses arrive at the starting gate at the designated time for post time for each race. - Catch any loose horses on the track while on duty. - Approve all applicants wishing to obtain a license to exercise or pony horses on the racetrack. Essential Duties Relative to Performance Review:- Provide professional representation at internal and external meetings and events.- Demonstrate abilities to meet performance expectations with Communications, initiative/Problem Solving, Guest Service/interpersonal Relations, Work Habits and Conduct, and Responsible Gaming/Business Ethics. - Ensure interactions with internal and external guests follow the guidelines of the customer service program. - Adhere to all Corporate and local policies, procedures, and operating guidelines. - The person in this role has no supervisory responsibilities; however, in the absence of a supervisor, they may be asked to: - Answer routine questions from co-workers- Lead completion of daily tasks within the department or work unit - interact with others when necessary to achieve desired outcomes
- Distributes monies to gaming guests via check cashing and conversion of coins and gaming checks into currency.- Ensures accountability of all transactions through verification and documentation of exchanges.- Responsible for maintaining all funds entrusted to him/her on a shift basis and providing prompt, friendly, and courteous service to all guests.- Promotes positive interaction with guests and employees at all times by providing a fun-filled, entertaining environment through flawless delivery and execution of services.- Responsible for the makeup and verification of bankrolls by supplying currency, coin, and gaming checks for all money-handling departments.- Responsible for the operation of assigned customer window, employee window (JPH), Poker Room window, and/or Chip Bank, performing all transactions with guests/employees in a confidential manner.- Adheres to regulatory, departmental, and company policies along with working with other cashiers and supervisors.- Maintains internal controls through immediate reports concerning shortages, errors, or discrepancies.
- Operates carpet shampooer and buffer.- Ensures appropriate chemicals are used when cleaning and mixes appropriate chemicals.- Responsible for moving furniture and cleaning of assigned area.- Maintains and cleans machines after use.- Reports any problems to Environmental Housekeeping Supervisor.- Adheres to all company policies and procedures.- Mops, scrubs, rinses and polishes hard floors.- Moves, rearranges and cleans furniture.- Operates and controls all mechanical equipment including rotary machines, blowers and back vacuums.- Recognizes and uses appropriate chemicals.- Responsible for providing exceptional Red Carpet Customer Service to all guests.
- Follows and maintains department objectives, Standard Operational Procedures (SOP’s), and guidelines to ensure proper operation of department.- Clean stoves, grills, ovens, walls, hoods and other kitchen equipment.- Clean floor drains and grease traps, as well as empty grease barrels and trays.- Sort and remove trash, placing it in designated pickup/receptacle areas. - Assist cooks and kitchen staff with various tasks as needed, and provide cooks with needed items- Observes Health Department regulations regarding food handling, storage, proper temperature, and cleanliness of work environment.- Physical Demands - This position will require you to stand, lift, and be physically actively during the duration of your shift. Our Kitchen Cleaners must be able to lift/move up to 40 pounds.
- Operates Main Bank according to approved procedures and policies. - Verifies count sheet from previous shift. - Counts down bank at end of each shift and reconciles to the Main Bank accountability.- Completes transfers amongst Cashiering, Slots, and Table Games locations.- Completes daily banking deposits of cash, checks, and U.S. coin.- Buys hard and soft drop from Count Rooms.- Verifies all cash transferred from Soft Count or delivered from Bank.- Verifies and accounts for all daily banks through department’s procedures.- Operates Chip Bank according to approved procedures. - issues and receives Table Fills and Credits.- issues and receives Chip Transfers to/from Cashier locations.- Expediter for Casino Cage procedures.- Operates employee window (JPH), Poker Room, and frontline Cashier windows according to approved procedures.- Performs drops, technical troubleshooting, and impressments of self-redemption kiosks.- Conducts Emergency Drop procedures for Slot and Redemption Kiosk equipment.- Performs needed repairs, modifications, and preventative maintenance to currency and coin counters as well as machines located in the Casino Cage and Count Room.- Evaluates machines which fail to perform to expectations, resulting in fixing or replacing machinery.
- Maintain protection of extremely large amounts of currency, ensuring prevention of loss by providing extreme care and attention to detail.- Process all casino deposits.- Coordinate transactions between cashiers and the main bank. Prepare funds, with proper documentation for transfer of funds to the Cage Department.- Ensure procedures and proper controls are followed to protect counted receipts.- Transfer the corresponding documentation to the Accounting Department on a daily basis.- Perform other job duties as assigned by leadership.
- Assist sick or injured patrons and employees by providing first aid.- Must respond to all medical request as either the primary or the secondary responder.- Report unsafe or hazardous conditions.- Assist guests and employees on directions and proper procedures.- Ability to check identification to ensure a guest is over the age of 21.- Perform fills, credits, exchanges and marker transfers for departments as needed.- Compose accident/incident reports and witness statements when necessary.- Operate company vehicles in a safe manner.- Monitor and respond to alarms.- Physical Demands - This position will require you to be standing and actively moving during the duration of your shift. In this role, you can expect to use your hands, walk, and be physically active throughout your shift. You will be required to help assist guests and their needs. Our security team must be able to lift and/or move up to 40 pounds.
- Participate in a variety of investigations both independently and as part of a collaborative effort- Operate CCTV and other data systems - Work collaboratively and communicate effectively with team members at all levels of the organization- Maintain a high level of confidentiality and professionalism at all times- Take proactive and strategic approaches to handle situations that arisePhysical Demands - This position will require you to be in a confined room for extended periods of time.
- Protects company assets by observing the activities of employees and customers via surveillance cameras.- Reviews video footage on cases of patron/internal control disputes. - Completes daily activity report and notes any pertinent facts. - Monitors recording equipment and checks equipment operation.- Notifies appropriate person when infractions, cheating, etc., are observed, including MGC agent on duty.
- Responsible for fostering a fun environment. - Responsible for being a gracious host to all guests and co-workers. - Responsible for promoting a positive influence in the community and participating in company-sponsored events. - Provides fast, friendly, professional, and responsive customer service to restaurant guests and restaurant staff. - Provides personalized service and uses guest’s name during all interactions. Greets each guest entering restaurant. - Seats guests in restaurant as per specified rotation requirements. - Maintains proper seating and reservation documentation. - Monitors restaurant for table availability. - Keeps designated working area clean and organized; wipes and assists in maintaining cleanliness of dining room, including cashiering area, as necessary or required, in accordance with established health and safety standards. - Assists wait staff and bus persons in their duties (e.g., refills water glasses and coffee cups, helps pre-bus and bus tables, attends to guest needs) as necessary, or required. - Operates a cash register/POS System, ringing proper amount into the register and giving the guest or server the correct change; accounts for all cash, charge, and complimentary sales according to established procedure; maintains integrity of all financial controls and responsibilities. - Completes all assigned closing duties at end of shift. - Competes any reasonably requested job duty or any reasonable request made by manager or management personnel. - Knows and promotes current casino events and programs and can give guests directions to all casino. - Thanks customers, invites them back, wishes them luck, and makes it easy for them to get back in play.
ESSENTIAL DUTIES AND RESPONSIBILITES - Must be knowledgeable on rules and regulations of New Mexico Racing Commission - Verifies horses are in proper paddock stalls according to race number and post position - Verifies horses are wearing proper equipment for racing - Ensures responsible trainer is in paddock to saddle the horse and prepare it for the race - Ensures proper flow of horses entering and exiting paddock for safety of participants - Makes announcements of pertinent information regarding races - Constant communication with Stewards on scratches, changes and up to date information on participants in races - Ensures horses are lined up and ready to properly to enter track for post parade according to scheduled post times - Coordinates with other officials working in Paddock - Must be available to work for any training, schooling or racing hours - Prior to races checks the official Jockey Club lip tattoo in order to determine correct horse.- Responsible for checking other markings, symbols and other items in order to establish correct horse is being identified. - Responsible for foal papers, coggins test results - Must be available to work for any training, schooling or racing hours. - This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. SUPERVISORY RESPONSIBILITIES This job does not have supervisory responsibilities.
- Responsible for fostering a fun environment.- Responsible for being a gracious host to all guests and co-workers.- Responsible for promoting a positive influence in the community and participating in company-sponsored events.- Responsible for the cleanliness of the interior and exterior of the facility paddock areas, utilizing appropriate heavy duty or specialized equipment (extractors, floor scrubbers, scaffolding, ladders, shovels, small tools, etc.) and proper cleaning chemicals as assigned.- Responsible for routine cleaning, project cleaning (signage/light fixtures/vents, etc.)- Responsible for proper cleaning, storage and maintenance of department equipment.- Adhere to regulatory, safety, departmental and company policies.- Support safety and accident prevention programs (PPE, LO/TO, BBP, HAZCOM, etc.) and informs manager on duty of any safety problems or concerns.- Responsible for removing and cleaning of paddock floor pads.- Other duties, as needed.
