SER Concierge PT

SHIFT: 2ND
WAGE: $15.00
POSTED DATES: 1/7/2026-1/12/2026

Under the supervision of the Front Desk Supervisor, provide information to guests on a wide variety of subjects. Assist guests, fellow team members, and visitors with any reasonable request or need that will make their overall experience memorable and ensure the highest level of guest satisfaction.

• Greet guests in a friendly, courteous and professional manner.
• Keep in contact with the Front Desk Supervisor and Manager to know the same-day selling strategy of the resort at all times.
• Work closely with the Players Club and Casino Hosts and process gaming comps/points as needed.
• Make courtesy calls to offer concierge services and ensure guest satisfaction daily.
• Check trace reports each day for any upcoming special occasions such as birthdays or anniversaries, and place appropriate greeting cards in the room prior to guest arrival.
• Provide detailed information on the resort and its services; provide community information and conduct resort tours as scheduled.
• Utilize all necessary hotel computer programs utilized by the Front Desk team members.
• Assist front desk and bell stand at peak times to ensure smooth check-in/out for VIP guests, pre-registered guests, and bus patrons; serve other guests as requested by management.
• Maintain and clean the desk area to ensure a professional appearance.
• Oversee the Business Center to ensure equipment functions properly and supplies are stocked.
• Process all guest amenity orders promptly and communicate details with appropriate department personnel.
• Remain easily accessible to guests and maintain high visibility in the lobby, including scheduled lobby time to greet guests and answer inquiries.
• Welcome bus groups upon arrival; explain all pertinent resort and casino information before they enter the resort.
• Make every attempt to follow through on any guest requests, even if outside the conscience duties.
• Provide excellent customer service for all internal and external customers at all times; solve customer concerns and focus on service as top priority.
• Maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• Roles and responsibilities may change based on organizational needs and supervisor discretion.

• Contact with guests to assure their stay meets world‑class standards.
• Contact with front desk supervisor and manager to communicate day‑to‑day operational needs.
• Contact with the IT Department and Front Desk Management regarding any concerns in the Business Center.
• Contact with the Bell team members involving changes that may affect bus group rooming lists and luggage deliveries.

• High School Diploma or GED.
• Must be at least 18 years of age.
• One year of customer service and cash handling experience.
• Must be able to pass a typing test of at least 20 wpm.
• Must be able to obtain and maintain a gaming license to meet employment eligibility requirements.

• Hotel front office operations experience.

• Must have a valid State of Michigan Driver’s License (proper designation for vehicle used) and qualify for coverage by SCIT auto liability insurance carrier. A Tribal Driver’s License will also be required if a Motor Pool Vehicle is used.
• Native American preference shall apply to all positions.

• Knowledge of the hotel, casino, and community.
• Knowledge of all emergency procedures.
• Knowledge of principles and practices of customer service in a hotel environment.
• Knowledge of computer utilization in business operations and hotel reservation software.
• Knowledge of surrounding areas and points of interest.
• Skill in providing outstanding guest service.
• Ability to communicate effectively both verbally and in writing.
• Ability to present oneself in a professional appearance and manner.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to provide a…