Guest Service Agent

SUMMARY:

Responsible for working all shifts relating to the guest service aspect of the hotel including greeting guests, operating point of sale, telephone, and property management systems, and accommodating guest requests and needs in all areas (Hotel, RV Park, and Gift Shop).

Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

MINIMUM NECESSARY QUAIFICATIONS:

Education:

• High school diploma or GED

Experience:

• 1 year’s guest service experience, including cash and credit card handling
• Experience working with a Tribally run casino and/or resort preferred

A documented and verifiable combination of education and experience may be substituted for degree requirements.

Age Requirement:

• At least 18 years of age

SKILLS AND ABILITIES:

• Basic computer skills with experience in word processing, databases, and spreadsheets
• Basic organizational, written, and verbal communication skills
• Basic professional telephone etiquette
• Basic problem solving skills
• Accurate and detail-oriented
• Maintain high confidentiality
• Independently manage multiple tasks in a professional manner
• Ability to work independently with minimal supervision
• Ability to work cooperatively with all departments
• Ability to manage extensive amounts of paperwork
• Ability to operate most office equipment (computer, fax, copier, etc)

CONDITIONS OF EMPLOYMENT:

Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, passing Resorts background check to meet the employment eligibility requirements as they pertain to the position and successfully completing a 90-day introductory period.

Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g. harassment, theft, violence, or integrity issues.

Knowledge, Competences, and Talents:

• Accountable - Accept responsibility and account for actions
• Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests
• Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors
• Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner
• Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information
• Detail Oriented – Ability to pay attention to the minute details of a given project or task
• Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
• Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values
• Empathetic – Appreciates and sensitive to the feelings of others
• Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards
• Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors
• Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data
• Organized – Possesses the trait of being organized and follows a systematic method of performing a task
• PC skills - Demonstrates proficiency in PC hardware, software and applications as required
• Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems
• Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests
• Reliable – Is dependable and trustworthy
• Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Registers guests and assign rooms or sites efficiently with minimum delay to the guest.
• Assists with inventory counts monthly.
• Uses PBX switchboard to connect incoming and outgoing calls.
• Stays upheld of hotel occupancy, special events, and other situations affecting the hotel occupancy.
• Operates computer point of sale system (POS) and property management system and provides accurate accounting according to policies and procedures.
• Opens/closes outlets as directed.
• Uses suggestive selling techniques with guests.
• Performs general upkeep to designated areas, which may include dusting, vacuuming, sweeping, and minor ground duties for the RV Park.
• Assists in pre-registration and blocking of rooms for groups.
• Performs night audit functions, including but not limited to, posting room charges, balancing, and transmitting credit cards, monitoring proper rates, posting comps properly, and preparing proper reports for accounting.
• Maintains knowledge of rooms/site locations, types of rooms/sites, and room/site rates.
• Maintains selling techniques to sell rooms/sites and promote other services.
• Coordinates room status updates with the hotel housekeeping department.
• Assists in stocking supplies, merchandise and keep all areas tidy and neat.
• Assists and maintain appropriate inventory levels of merchandise.
• Stock shelves and office supplies as needed.
• Provides professional and courteous service to all guests, both internal and external.
• Resolve any discrepancies and assist in handling guest complaints.
• Acquaint guests with the hotel/campground features, rules, and services.
• Maintains daily communication shift logs.
• Maintains a proper bank, provides accurate handling of monies, and prepares accurate remits.
• Basic maintenance of public restrooms, showers, and the laundry area by stocking supplies, cleaning, and disinfecting in the RV Park clubhouse during houseperson duties.
• Maintains working knowledge of all Little River Casino Resort operations, programs, events, promotions, and services.
• Provides paging service for guests.
• Occasionally may be required to assist with housekeeping duties such as laundry, room cleaning, and houseperson duties.
• Must satisfactorily complete all training assigned by the Resort.
• Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Hotel department.
• Other duties as assigned.

PHYSICAL DEMANDS:

While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions. There may be prolonged periods of sitting, keyboarding, and reading. Must be able to perform repetitive hand and wrist motions. The team member must occasionally be able to push, pull, grasp, lift and/or move up to 35 pounds occasionally. Any lifting and/or moving over 50 pounds needs to be done in a team lift. Specific vision abilities required by this job include reading, document, computer, distance, and color vision. Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings. Communication in face-to-face discussions, telephone, emails, and other electronic ways required. Must be able to operate computer equipment for extended periods of time. Must have a good sense of balance and be able to bend and kneel.

WORKING ENVIRONMENT:

A working environment is the setting, social features, and physical conditions in which a job is performed. The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment. Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs. Occasional overtime required. Occasionally must deal with angry or hostile individuals. Extensive computer use.

DISCLAIMER OF EMPLOYMENT:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description. It shall govern all positions as defined in the Team Member Handbook. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All Little River Casino Resort Team Members are responsible to ensure they are in compliance with Little River Casino Resort Policies and Tribal Gaming Regulations.

ACKNOWLEDGMENT:

I have reviewed the content and description of the above listed position and have been provided a copy of the description. I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.