Guest Services Representative

Description

SUMMARY:

As a Guest Services Representative, the expectation is to have great knowledge of the area and the amenities it has to offer. This position will handle guest interactions with the highest level of hospitality and professionalism, accommodate special requests whenever possible, assist customers with inquires, regarding hours of operations, directions, in-house events and amenities in the surrounding area. This position must be energetic and possess the ability to work at a sustained pace while producing quality work with minimal supervision. This position requires a high level of organization with the ability to follow a systematic method of performing tasks at high level of accuracy. They must be able to anticipate and prioritize duties based on occupancy with a required level of urgency. They are responsible for completing lodging reservations through multiple on-line reservation systems and the general cleaning and upkeep of guestrooms and other assigned areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provide friendly and courteous customer service while receiving incoming calls. Direct calls to the appropriate casino departments or SITE businesses.
2. Greet and welcome guests and direct them to their rooms.
3. Complete lodging reservations through on-line reservation systems.
4. Provide information to customers such as; casino events and promotions, lodging options, local attractions and activities in the surrounding area. Answer questions regarding Skokomish Tribal Businesses.
5. Update knowledge by studying new product descriptions and learning about each business.
6. Maintain cleanliness of lobby and common areas.
7. Visually inspect room for cleanliness and appearance and signify completion of room.
8. Respond quickly and efficiently to all guest requests.
9. Clean Guest Rooms in compliance with Standard Operating Procedures.
10. Change linens.
11. Empty waste baskets and ash trays.
12. Transport trash and waste to disposal area.
13. Process laundry
14. Clean restrooms, replenish bathroom supplies and replace light bulbs.
15. Shampoo carpets and spot clean chairs.
16. Ensure neat and organized housekeeping closets.
17. Restock Housekeeping carts.
18. Follow all company safety and security policies and procedures.
19. Practice chemical safety rules and follow procedures for hazardous materials.
20. Report any maintenance problems, safety hazards, accidents, or injuries to the supervisor.
21. Report all suspicious persons, activities or hazardous conditions to the supervisor.
22. Turn in all items found in employees working area to Lost and Found location.
23. Must meet attendance guidelines by reporting to work as scheduled with dependability and consistency.
24. Maintain professional dress standards and personal appearance as dictated by the policy manual.
25. Work as a member of the team.
26. Represent the company in a positive manner.
27. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or GED equivalency required. This position requires at least one year of on-line reservation experience and customer service experience.

LANGUAGE SKILLS:

Read, write, speak and understand English. Read write and comprehend simple instructions, short correspondence and memos.

MATHEMATICAL SKILLS:

Basic math skills are required.

COMPUTER SKILLS:

Applicant must have intermediate knowledge of: Microsoft Word, Excel, Outlook and Adobe PDF.

REASONING ABILITY:

Organizational, interpersonal relation skills and a team-oriented attitude are required. Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Drivers License is required.

TRANSPORTATION:

Due to the remote location of the property and the potential to work at different locations within one shift, this position requires you to have reliable transportation.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be mad to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS:

1. Work at various heights and be able to access any reasonable portion of the property.
2. Stand, walk, climb, stoop, kneel, crouch or crawl.
3. Regularly use hands to finger, handle, or feel; reach with hands and arms.
4. Lift, push and/or pull 20-50 lbs.
5. The employee is occasionally exposed to slippery floors.
6. Maintain assigned equipment and notify Supervisor of needed repairs.
7. Work may be performed in outside weather conditions, including rain, cold and heat.
8. Possible exposure to chemicals and/or elements present in cleaners, agents, pesticides or other hazardous chemicals.
9. Flexible hours (weekends, nights, holidays).

DRUG FREE WORKPLACE:

SITE is a drug free work environment. Employees may be tested for drug use at random intervals. v

Qualifications