What are the responsibilities and job description for the Guest Service Agent position at Rain Rock Casino?
Position Description
Title: Guest Service Agent
Reports to: Front Office Manager
Location: Hotel
Salary: $18.50 - $23.00 per hour, (DOE)
Classification: Full-time, Non-Exempt
Summary:
The Guest Service Agent is dedicated to serving the guests of Rain Rock Casino Hotel as the first point of contact in person or by phone. Provides friendly, courteous and professional service at all times.
Essential Duties and Responsibilities including the following:
- Demonstrates exceptional interpersonal and guest services skills
- Serves as the first point of contact to Hotel guests. Greets registers and assigns rooms and spaces to guests.
- Provides an overview of guest services upon check-in.
- Issues room keys.
- Ensures accurate/adequate documentation/information to meet guest?s requests.
- Register guests by inputting information into computer and assigning them rooms.
- Answer calls and process requests from guests.
- Effectively resolves guest complaints with understanding and compassion.
- Monitors availability and maintains guest accounts. Posts charges to guest accounts such as food, liquor or telephone charges.
- Processes reservations in a timely manner to guarantee proper handling of all reservations. Makes special note of guest requests to guarantee guest satisfaction.
- Handles stressful situations and is able to make informed and efficient decisions.
- Answers inquires pertaining to Rain Rock Casino amenities, services, dining and entertainment.
- Understands room types.
- Checks-in/Checks-out guests in the Reservation System.
- Computes guest invoices, collects payments and accurately reconciles daily cash flow during shift in accordance with policies and procedures.
- Understands all safety and emergency procedures. Follows accident prevention policies.
- Maintains effective and efficient communication relationships with various departments.
- Maintains the cleanliness and neatness of the front desk and surrounding back area.
- Available to work all shifts as required by business needs, including potential overtime.
- Answers incoming calls and transfers to appropriate departments.
- Performs a variety of clerical duties and projects.
- Occasionally asked to help the housekeeping department.
- Light laundry and general housekeeping.
- Knowledge of Rain Rock Casino Resort promotions, menus and events.
- Maintains and gives guests rides to and from the casino with the electric cart.
- Other duties as assigned.
- Shall be polite and maintain a priority system in accepting other position related job duties as assigned.
WORKING CONDITIONS & ENVIRONMENT
- The noise level in the work environment is usually loud.
- Must be available to work in a smoke-filled environment.
- Must be able to work all shifts, weekends, and holidays.
- Must be able to lift and/or move up to 60 pounds.
Salary : $19 - $23
