What are the responsibilities and job description for the Casino Services Office Agent (VIP Services Agents) position at Grand Lodge Casino?
Duties/Responsibilities:
- Greet guests upon arrival with a warm and welcoming attitude
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Manage the check-in and checkout process, ensuring accuracy in guest information
Make and confirm reservations in-person or over the phone using our reservation system
Handle guest inquiries, requests, and complaints with professionalism and courtesy in a timely manner
- Maintain knowledge of hotel services, amenities, and local attractions to assist guests effectively
- Process payments and manage billing inquiries
- Conduct all audits as required, ensuring all transactions are accurately recorded
- Uphold high standards of phone etiquette while communicating with guests
- Receive and resolve guest complaints, elevating to supervisor if necessary
- Enroll new members into players club using appropriate procedures
- Make prudent decisions, within department guidelines, regarding complentaries
- Must be 21 years or older and be able to obtain a Gaming Card
- Ability to work flexible hours, including nights, weekends and holidays as needed
- Strong problem-solving skills with a focus on guests relations
- Must be able to work independently as well as part as a team
- Strong communication skills and excellent phone etiquette
Full Time Benefits Include: Medical, Dental, Vision, 401K, Vacation Time, Sick Days, Personal Days.
