Guest Service Agent

2 months ago

Rochester, United States Lucky Eagle Casino Full time
Job DescriptionJob Description

Management reserves the right to change the essential duties of this position description from time to time as necessary

POSITION OVERVIEW:

In conjunction with the other members of the hotel operations team, Guest Service Agents provide hospitality in a friendly manner in accordance with the Lucky Eagle Casino & Hotel Soaring Service Standards. Greets and assists each guest in a friendly and courteous manner when registering them and checking them out, as well as providing information and directions to guests regarding all services available on property. Takes ownership of guest challenges and resolves guest issues using service recovery tools. Cross trains in call center, answering LEC&H phones, directing calls, making reservations and answering general questions. Ensuring guests are transferred to the appropriate team member or department.

This position ensures the confidentiality, security and accuracy of guest’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is always essential.

SUPERVISORY RESPONSIBILITY:

This position does not have any supervisory responsibilities.

ESSENTIAL FUNCTIONS:

The essential function of the Guest Service Agent includes but not limited to:

  • Ensures that all guests are greeted and offered friendly and professional service in a timely fashion.
  • Performs registering guests into the hotel and assigning appropriate room.
  • Provide a detailed explanation of all hotel facilities and amenities.
  • Communicates check-in and check-out status to the housekeeping department prior to their shift starting to include special requests.
  • Pre-assign rooms for special requests.
  • Maintains organized, accurate reservation system for individual and group room bookings.
  • Performs cashiering duties.
  • Answer telephones promptly and courteously. Route calls appropriately.
    1. Serves as a first point of contact for internal and external guests. Greets all phone contacts with a pleasant and helpful demeanor as the “voice” of the Lucky Eagle Casino & Hotel.
    2. Answers and directs incoming calls to appropriate individuals and/or departments, greeting and directing guests and performing other clerical duties. Operates phone console equipment and overhead paging systems
  • Read all information posted on the front desk bulletin board and memorandum binder.
  • Obtains form of payment for all registered guests. Perform credit check through bucket list throughout shift to ensure payments.
  • Enthusiastically sell property. Offer information on Cedar Cafe, pool and guest rooms/suites, banquet/meeting space, gaming floor, casino events and restaurants.
  • Promote, explain the benefits, and enroll guests in Lucky Star Rewards (LSR) membership.
  • Acknowledge current LSR members and recruit new members
  • Remain up to date on casino promotions, events, LSR benefits applicable to the various levels of membership card, in order to provide exemplary guest service.
  • Assist guests with casino event/promotion participation.
  • Ensures security of all confidential guest information
  • File folios and complete daily paperwork. Set wake-up calls.
  • Communicates with sales department to ensure proper handling of group bookings.
  • Answer phones with a smile and professional greeting, directing calls to appropriate team member or department.
  • Make reservations.
  • Update LSR tracking system to ensure addresses, photo ID and contact information is up to date.
  • Checks out bank following LEC&H cash handling policies, performs cash handling duties.
  • Utilizes chemicals and supplies to clean and sanitize workstations and lobby areas as needed or directed by Hotel Leadership.
  • Complies with all policies and procedures set forth by Hotel Supervisor(s) and Hotel Management team.
  • Participates in the resolution of disputes and notifies the supervisor when necessary.
  • Exemplifies the company Mission, Vision, Values, and Soaring Service practices.
  • Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies and procedures.
  • Perform other duties assigned.

EDUCATIONAL REQUIREMENTS:

A High School Diploma or GED is required for this position.

SKILL, KNOWLEDGE AND EXPERIENCE REQUIREMENTS:

A minimum of six (6) months customer service experience required. Hospitality and/or Hotel experience preferred. Cashier/bank drawer experience preferred. Requires the ability to work well as part of a team or individually.

Position requires strong verbal and written communication skills, and an understanding of proper business etiquette. Must have completed at least intermediate coursework in Microsoft Word, Excel, Outlook and PowerPoint with a satisfactory rating, or possess the equivalent knowledge through work experience. Must be available any shift and any day including

weekends and holidays.

Must have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is frequently required to stand; sit; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.

ENVIRONMENT:

The environment characteristics described here are representative of those a team member may encounter while performing the essential functions of the position.

Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music and public announcement system, as is common in a Casino and/or Hotel environment. Lucky Eagle Casino & Hotel operates in a 24/7 environment.

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