Indian Time - A Voice from the Eastern Door

Front Desk PBX/ Room Reservation Agent (INTERNAL & EXTERNAL)

Department: Hotel Operations


Enterprise: Akwesasne Mohawk Casino

Job Title: Reports To: Front Desk Supervisor

FLSA Status: Non-Exempt

License: Requires a St. Regis Mohawk Tribal Gaming Work Permit

Date: Monday December 10, 2012

Closing Date: Monday December 24, 2012 at 4pm

JOB SUMMARY: Responsible for welcoming guests and insuring that each customer in the hotel is happy with the level of cleanliness and services.


Exhibits a friendly, helpful and courteous manner when dealing with the guests and fellow associates

Greets and welcomes customers with a smile, and takes pride in being an Akwesasne Mohawk Casino/ Mohawk Bingo Palace team member.

Serves as hotel representative and customer service role model for other associates.

Understands, values, and supports the Guest Service Standards.

Knows special events, promotions, and player programs.

Resolves customer issues.

Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.

Responsible for the accurate check-in and check-out of guests.

Experience in data entry and dealing with the public is required.

Ensures that all guest contact is courteous, informative and thorough.

Ensures that housekeeping cleans all rooms prior to issuing keys.

Responsible for posting charges, settling folios for individuals, groups and due-outs communicated through housekeeping.

Receives cash, credit cards and comps in payment, obtaining proper approval and authorization.

Maintains an operating bank, renders bills and issues change. 

Provides reservations for Casino/Hotel guests which includes restaurants, and special events on property.

Ensures the timely delivery of all messages, mail and packages left for guest sand departments within the Hotel/Casino.

Works closely with Player Development / Guest Services Department and Hotel Sales and Catering to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements.

Empowered to ensure guest’s problems/complaints are resolved in a prompt, courteous and efficient manner using service recovery tools.

Must be able to get along well with co-workers and work as a team.

Superior customer service skills required.

Maintains knowledge of hotel, community and special events to provide guests with superior service.

Demonstrates a positive and enthusiastic demeanor to guests, both internal and external at all times.

Must be able to work a flexible schedule including nights, weekends and holidays as necessary.

Other duties as assigned by the Director.


Must have high school Diploma or General Education Diploma (GED).

Career interest within the hospitality field or related industry is preferred.

Computer usage skills required.

Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge.

Professional appearance and demeanor required.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job with or without reasonable accommodation. While performing the duties of this job, the associate is frequently required to stand at a fixed work station for long periods of time. The associate must occasionally lift and/or move more than 25 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job with or without reasonable accommodation. The position exists in a casino work environment where there is occasional exposure of the associate to noise and cigarette smoke from the casino floor. The noise level in the work environment is usually loud.

CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a St. Regis Mohawk Tribal Gaming work permit, which requires a background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino or Mohawk Bingo Palace. Employment will not begin until process is complete.

Native preference in filling this position. Applicants not entitled to preference will receive consideration without discrimination based on age, sex, disability or national origin.

Current AMC/MBP associates must complete a transfer request approved by department along with a completed internal application.

Interested applicants may submit letter of interest, resume and all certificates and diplomas to Margaret M. Jacobs at:

Or at the

Human Resources Administration Building

921 State Rt. 37

Hogansburg, NY 13655

Failure to submit the above mentioned information will result in automatic dismissal of application.

“The Akwesasne Mohawk Casino is an Equal Employment Opportunity Employer.”


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