Fort Hall Casino

• Welcomes, greets, and assists arriving and departing guests.
• Assists with booking, tracking, charging, handling, and entering room reservations.
• Accepts and processes payments in form of credit, cash, and/or reward points.
• Ensures all guest room rates and revenues are administered correctly.
• Provides information to guests on all aspects of the casino including promotions, layout of property, player club information, and other casino/hotel activities and amenities.
• Informs guests of local area attractions. 
• Completes Front Desk Lead daily shift checklist.
• Assists with responding to incoming emails and tracking hotel leads.
• Verifies front desk balance at end of shift and notifies supervisor of any discrepancies.
• Prepares complete and accurate end-of-shift reports.
• Ensures compliance with key handling policies and procedures.
• Assists Supervisor as requested.
• Answers incoming telephone calls and responds to callers’ questions knowledgeably and professionally. 
• Provides excellent customer service and solutions for all internal and external customers.
• Maintains complete and accurate guest records and reservations.    
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Cash handling, banking, and/or accounting methods and procedures.
• Customer service standards.

• Operating various word-processing, spreadsheets, and office software and industry-related applications.
• Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Handling multiple tasks simultaneously.
• Addressing customer problems.
• Correct English usage, grammar, spelling, and punctuation.
• Providing exceptional customer service.

Ability to:

• Lead the work of others.
• Communicate efficiently and effectively both verbally and in writing.
• Maintain confidentiality.
• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds. 
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
• Train department staff, ensuring they are knowledgeable about hotel policies, procedures, and best practices.
• Demonstrate professionalism at all times.
• Demonstrate sensitivity to the needs of guests.
• Remain calm in emergency or crisis situations.
• Handle multiple tasks and meet deadlines. 
• Work independently with minimal supervision.
• Adapt to varying situations.
• Work in a fast-paced environment and meet deadlines.   
• Uphold strong ethics and integrity.
   

• High School Diploma or GED.
• Two (2) years of customer service experience.
• A combination of relevant education and related work experience may be considered. 
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.
   

• Must obtain and maintain Hospitality and Customer Service training certifications. 
• Must be able to submit supporting documentation of education and training to support qualifications.
• Must be able to obtain and maintain a gaming license in good standing according to licensing rules and regulations.