Guest Service Agent

Job Description

Responsible for performing all services necessary for hotel registrations, including greeting guests upon arrival, performing and tracking assignments of room checkouts, and ensuring receipt of payment.

Responsibilities

Asset Protection and Compliance

• Adheres to all regulatory, company, and department policies and procedures.
• Verify credit cards for authorization using electronic acceptance methods.
• Secure, handle cash, make changes, maintain, and balance cashier?s bank.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Accurately post charges to guest rooms using the computer.

Hotel Operational Management

• Complete the registration process by accurately verifying, inputting, and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Non-verbally confirm the room number and rate.
• Code electronic keys.
• Provide key packets containing room keys and vouchers as appropriate.

Team and Guest Relations

• Make an appropriate selection of rooms based on guests? needs.
• Greet guests immediately with a friendly and sincere welcome; use a positive, clear speaking voice; listen to and understand requests; respond with appropriate action; and provide accurate information.
• Acts as a role model to other Team Members, always presents oneself as a credit to Ellis Island Casino, Hotel & Brewery, and encourages others to do the same.

Skills / Experience

• Must be at least 21 years of age or older.
• Literate and fluent in English.
• Ability to coordinate multiple tasks.
• Present a personable image.
• Communicate well with others and can speak clearly to be understood by guests.
• Team player with excellent customer service and interpersonal skills.
• Ability to train on PMS computer system.
• Must have mathematical abilities such as addition, subtraction, multiplication, and division.
• Must be able to work with the public in a fast-paced environment.
• Ability to promptly answer telephone calls using clear communication skills.
• Must be able to identify problems and quickly resolve issues.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

Physical Requirements

• The ability to stand and/or sit for prolonged periods.
• Use hands to handle objects, tools, or controls.
• The ability to lift and/or move objects weighing at least 25 pounds with or without assistance.
• Be comfortable with a moderate noise level in the work environment.

This job description is not an exhaustive list of all functions required for this position. Duties and/or responsibilities may be subject to revision to meet business needs.

Core Values

• Service ? Personalized, warm, and consistently exceptional customer service.
• Value ? Committed to deliver quality products for great prices.
• Growth ? Promote personal development and growth for all team members.
• Family ? Create a family-like environment by staying close to our guests and our team members.
• Passion ? Work with passion and enthusiasm every day.