GENERAL SUMMARY
The host will provide exceptional guest service over the phone and in person. Accurate information will be provided to all guests and staff who inquire about the motorcoach program consisting of bus schedule information, reservations, procedures and the charter program. Hosts will make and enter guest reservations and issue bus passes to guests when requested. The host will greet each incoming bus in a friendly and inviting manner and will provide a thank you departing speech on all departing buses. The host will accurately complete all necessary paperwork upon arrival and will maintain an accurate account of the total number of passengers on board each bus. The host will verify each passenger’s identification, swipe passengers in using a handheld computer device and will distribute bus vouchers to passengers when necessary. The host will be able to look up individual guest accounts, create event ID’s, and actively track buses and passengers using CMP. The host will be able to print bus vouchers using the Wamii application. The host must be able to assist with the day to day operations of motorcoach to include, data entry, correspondence, filing, scanning and four diamond guest service in person and over the phone. Must be able to maintain professional and friendly atmosphere when dealing with guests, vendors and team members.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
• Exceptional and professional guest service to guests, team members and vendors
• Accuracy of paperwork, record keeping and data entry
• Ability to use and/or enter data correctly in CMP, DATA COLLECTOR, WAMII, and Microsoft Office to include Word, Excel and Outlook
• Ability to use computer handheld device
• Accuracy in processing guests arriving by bus
• Assist supervisor and manager with additional strategies and tactics to achieve department goals, expedite processes and provide exceptional guest service
• Assist with charter program bookings


ACCOUNTABILITY: This position has no supervisory responsibilities.







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QUALIFICATIONS AND GUIDELINES

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EXPERIENCE/TRAINING/EDUCATION:
A high school degree or general education degree (GED) is required for this position. Clerical, computer and guest service experience is required for this position.

COMMUNICATION SKILLS: This position requires the ability to read and interpret documents such as safety procedures, operating and maintenance instructions, and procedure manuals. The ability to speak effectively before groups of guests or team members of the organization is required. Must be able to communicate in person, over the phone, via email and provide written or typed correspondence.

MATHEMATICAL SKILLS: This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY: This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. This position also requires the ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:
• Must be able to obtain a Class “A” gaming license

SKILLS/ABILITIES:
• Proficiency in Microsoft Excel, Word and Outlook, Kiicha, MSS, CMP, Wamii Bus and Data Collector
• Must posses intermediate level clerical skills
• Must be able to communicate in a courteous and highly professional manner

OTHER QUALIFICATIONS:
• Must be outgoing, energetic and capable of interacting with the general public in a highly professional manner
• Possess great integrity, work as a team player, be a supportive and effective listener
• Ability to work in a fast paced, stressful environment
• Must be flexible and willing to work any shift to include days, nights, weekends and holidays
ADDITIONAL INFORMATION:
• Must be a self-starter who is highly motivated and resourceful
• Must be able to work with a positive attitude in a fast paced and culturally diverse casino environment
• Must have a pleasant personality and present a professional image when assisting players
• Must be able to take direction, follow rules and procedures as well as following through with assigned tasks