What are the responsibilities and job description for the ROK-REP-GUEST SVC-PT U position at Century Casinos Inc?
SUMMARY
Responsible for providing accurate, timely information to guests about hotel policies, services and amenities, ensuring optimum guest service and satisfaction.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Maintains a working knowledge of casino facilities, amenities, room types, as well as current and upcoming casino and local special events in order to advise guest of the same, whenever possible.
- Responds to guests’ requests or inquiries courteously and promptly.
- Posts charges to guest accounts and processes payment of accounts.
- Prepares and distributes management reports to hotel administration and the Finance Department.
- Audits all guest records, verifies credit card approval.
- Receives inbound calls and makes outbound calls as directed.
- Makes guest reservations in the property’s computer system.
- Maintains a log of phone problems, and reports any situations which need attention to the appropriate department and/or individual.
- Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
- Ensures a maximum level of service and satisfaction is achieved and maintained.
- Prepares shift cash report, balancing payments and disbursements with computer total, preparing the drop envelope for shift end, and balancing accounts.
- All other duties as assigned.
REPORTING LINE
You will report directly to the Front Desk Supervisor and then the Hotel Operations Supervisor.
QUALIFICATION REQUIREMENTS
- Must have excellent communication skills, be polite, and present a neat appearance at all times.
- Must be able to maintain a professional, positive demeanor in stressful situations, remaining polite to the guests at all times.
- The ability to work with others as a team in an efficient manner.
- The ability to apply common sense reasoning to variety of situations.
- Proven experience providing high level of guest service.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
- Ability to respond to common inquiries from other employees or guests.
- The availability to work all shifts.
- The ability to work in a fast–paced environment and stressful situations.
- Must be at least 18 years old.
- Must be able to pass a background investigation and obtain and maintain all work cards as required by the company.
- The ability to verify the right to work in the United States.
EDUCATIONAL AND/OR EXPERIENCE
High School Diploma or equivalent. Some college preferred. Previous hotel experience preferred.
PHYSICAL DEMANDS
Ability to stand, walk, and move throughout the property for prolonged periods of time. Ability to push, pull, bend, reach, squat, kneel, crawl, twist, sit, climb, and balance. Constant use of hearing, speech, vision (including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.), radios, and tools or equipment requiring a high degree of dexterity.
WORK ENVIRONMENT
Will be exposed to working in a noisy environment and seasonal elements.
Our company offers a fun work environment, opportunities for professional growth, paid time off accrual and benefits, including single or family health, vision, and dental benefits, and access to emergency care for eligible team members. 401(k) plan with match available for permanent positions after 90 days.
