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Lodge Guest Service Agent

3 months ago

Suttons Bay, United States Turtle Creek Casino & Hotel Leelanau Sands Casinos Full time
EDUCATION / EXPERIENCE

Must be at least 18 years of age with a high school diploma, a GED or equivalent experience. Prior front desk or reservations experience is preferred. Prior customer service experience is required.

SUMMARY

This position assist guests with check in and check out, handles guest concerns and provides continuous customer service.

ESSENTIAL JOB FUNCTIONS
  • Adhere to dress code standards
  • Administer guest check-in and check-out making sure all procedures are followed
  • Review all arrivals
  • Pre-register and produce key packs
  • Monitor guest count and room inventory
  • Post proper notices to other departments
  • Report all changes or problems in rooms to supervisor and necessary staff.
  • Handle cashier duties and reconcile cash and credit card transactions on the shift
  • Clean and maintain work area
  • Inform incoming shift of any pertinent information that should be communicated
  • Verify maid sheets with computer to make sure information coincides
  • Answer phones and make reservations as required
  • Stock merchandise, inventory, and operate register using micros
  • Adhere to policy and procedures outline for hotel front desk.
  • Willingness to cross-train and provide support in related areas of operations.
  • Other duties as assigned within the scope of work.
OTHER NECESSARY SKILLS AND ABILITIES
  • Must have excellent customer service and communication skills both verbal and written.
  • Must be a team player with a positive attitude.
  • Must be highly organized and able to handle multiple tasks at one time.
  • Must be able to complete tasks and projects in a timely manner by prioritizing obligations and time.
  • Must possess the ability to work with various personalities while maintaining superior levels of Customer Satisfaction.
  • Must respond to supervisory guidance and assignments and accept feedback in order to learn new, updated information. The needs for quickness and ease of adjustment to the work environment and flexibility to change are essential in this position.


SUPERVISORY RESPONSIBILITIES

None

EQUIPMENT TO BE USED

Multi-line phone system, computer, printer, copier, fax, calculator and other basic office equipment.

SOFTWARE TO BE USED

Micros,property management system (LMS)

TYPICAL PHYSICAL DEMANDS

May be required to lift up to 25 lbs., will be required and able to stand or sit for extended periods of time. May also be required to reach, bend, stretch, kneel, crawl, lift and carry on occasion.

TYPICAL MENTAL DEMANDS

Must be able to effectively handle stressful and compromising situations while remaining focused and professional. Must be able to deal with difficult people without losing perspective. Must be able to work productively under strict time restraints with variable deadlines.

WORKING CONDITIONS

Must be able to handle being under constant surveillance. Must practice all safety policies, procedures and standards as set by OSHA. Worked is performed in a climate conditioned environment, typical of an normal office setting.

COMMENTS

Native American and Tribal Preference will apply. Must be able to pass a background investigation and a drug urinalysis as a condition of employment. Must be able to work flexible hours, nights, weekends and holidays. Take on additional responsibilities when asked. Must adhere to company policies regarding strict confidentiality.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change the duties of the position at any time. Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Director of Human Resources.