GENERAL SUMMARY
The RV Resort is part of the Pechanga experience and is a hospitality enterprise. The primary objective for all staff is to create a memorable experience for all of our guests. Under general supervision, the Guest Services Attendant (GSA) registers our guest and also provides check-outs for all RV Resort guest. This position is responsible for the overall guest experience by meeting and greeting guests, processing reservations, assisting guests both over the phone and in person, and performing necessary office and clerical duties. The primary responsibilities of this role are to provide excellent customer service, pursue reservation bookings, and ensure their assigned duties are met in an efficient and timely manner.

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 Development Corporation.

KEY RESPONSIBILITIES:
• Assists RV Resort guests with check-in/check-out process, books reservations for camp sites and clubhouse, processes payments, and posts charges using software system. Confirms and documents all personal information in software system to maintain accuracy of guest information
• Ensures the highest level of guest satisfaction in the delivery and execution of services for both external and internal guests by face to face interactions and/or via incoming calls
• Responds to guest requests promptly, efficiently and courteously
• Maintains complete knowledge of site types and locations, rates, discounts, availability, special packages, promotions, concerts, and upcoming events at Pechanga Resort Casino
• Uses existing resources to gather pertinent information relating to the operations of the Casino and RV Resort to answer questions while assisting guests
• Performs clerical work with accuracy including filing of various documents and guest agreements; uses general mathematical calculations as required for reports and to operate cash register, computer, and fax and copy machines
• Completes shift beginning duties by confirming previous day’s transactions, preparing cash registers for daily operations, performing a site check to confirm all registered guests, and completing other necessary tasks to prepare the office for the business day. Completes shift closing duties by reconciling all cash and credit transactions and by completing other necessary reports
• Patrols the RV Resort to ensure guests are following the rules and regulations of the RV Resort
• Documents all situations into a communication log by the end of assigned shift
• Unlock/locks dump station as needed for guests, prepares propane tanks, and ensures cleanliness of facility and addresses any issues that may arise and/or reports to appropriate staff
• The RV Resort is dog friendly. During patrols, GSA’s are responsible for ensuring the property remains clean by disposing of waste created by the animals using appropriate tools and disposal procedures
• Provides a welcoming work environment; workstation and lobby area are to be maintained by GSAs
• Performs all other duties and tasks as assigned
ACCOUNTABILITY: Incumbent is responsible for protecting the assets of Pechanga Development Corporation and for maintaining and providing a positive and professional work environment.
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QUALIFICATIONS AND GUIDELINES

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EXPERIENCE/TRAINING/EDUCATION:
High School Diploma or general education degree (GED) required; and at least two years’ work experience in a hospitality environment. An equivalent combination of education and experience may be combined in lieu of degree/experience requirements.

COMMUNICATION SKILLS:
This position requires the 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 customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:
This position requires the ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY:
This position requires the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. This position also requires the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS/ABILITIES:
• Ability to remain calm and alert, especially during emergency situations and/or heavy RV Resort activity
• Ability to serve as a leader, mentor and role model for other team members
• Ability to comply with all policies and procedures as listed in the procedure manual, handbook and departmental SOPs
• Ability to establish and maintain cooperative and effective working relationships
• Ability to understand and adhere to proper credit card, and cash handling policies and procedures
• Ability to identify problems or areas of opportunity and to propose reasonable solutions to the management team
• Ability to resolve guest concerns and complaints while remaining courteous in any situation
• Ability to accomplish tasks and assignments in a reasonable and timely manner
• Ability to work a flexible schedule; schedules are subject to change based on business demands. This position requires working on weekends and holidays.


Pechanga RV Resort will at all times and for all positions give hiring transfers and promotional preferences to qualified applicants in the following order. 1. Enrolled members of the Pechanga Band of Mission Indians, 2. Legal Spouse of Tribal Member of the Pechanga Band of Mission Indians, 3. Other American Indians from a Federally Recognized Tribe, 4. All other applications.