Guest Service Agent

1 week ago

Ocean Shores, United States Quinault Beach Resort and Casino Full time
Job Details

Job Location
QBRC - Ocean Shores, WA

Position Type
Full Time

Education Level
High School

Salary Range
$17.42 - $21.60 Hourly

Travel Percentage
None

Job Shift
Any

Job Category
Hospitality - Hotel

Description

JOB PURPOSE:

Perform Front Desk Operations. Provide Front Desk service to all guest requiring information, registration, and check out. Insure response to guests needs are timely and accurate in meeting request and demands where and when appropriate. Provide a positive and memorable hotel experience for each and every visitor to Quinault Beach Resort & Casino. Make hotel event reservations in a timely and courteous manner. In addition,the GSR works to establish rapport with routine VIPs and callers to Quinault Beach Resort and Casino. The GSR is also a property information specialists and direct guests and or vendors to appropriate departments, rooms, or individuals for request and follow up.

ESSENTIAL JOB FUNCTIONS:
  • Provide excellent customer service for all internal and external customers of the Casino operations at all times and in all activities. Establish and maintain effective working relationships with all internal and external customers of the Quinault Beach Resort and Casino operations. Develop solutions for customer concerns and continual focus on customer service as our top priority.
  • Approach all encounters with guests and employees in a friendly, service-oriented manner.
  • Must be able to check guest in and out accurately.
  • Always act professionally and courteously to guest and employees.
  • Follow all safety procedures.
  • Follow all appropriate policies and procedures.
  • Ensure prompt and courteous service to guests to meet all guest expectations.
  • Effectively manage time and meet deadlines as required.
  • Meet or exceed productivity standards.
  • Maintain cash bank and balance paperwork and bank daily.
  • Read log book and communicate with previous shift.
  • Follow checklist for required duties and timelines.
  • Check group information daily and pre check-in when rooms are routed.
  • Assist groups with faxing and photocopying needs when catering dept. not available.
  • Run all required reports in a timely manner in case of emergency.
  • Authorize credit cards.
  • Update information in the computer system as needed (i.e., post changes).
  • Communicate with other departments to fulfill guest needs.
  • Answer guest questions and offer information and assistance.
  • Answer telephone and transfer calls in a professional and courteous manner.
  • Work a variety of hours.
  • Perform room transfers when necessary.
  • Handle safe deposit boxes.
  • Be able to make reservations.
  • Fill in Bell/Valet/Shuttle when necessary.
  • Attend all mandatory meetings.
  • Perform all other duties as assigned by supervisor to include cross training.
  • Report all unsafe conditions immediately.
  • Maintain a neat and organized work area.
  • Report to work well groomed, on time and in department issued uniform.
  • Adhere to all QBRC Personnel Policies and Procedures, Title 97 Policy, and HR Standard Operating Procedures.
  • The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
PHYSICAL/MENTAL REQUIREMENTS: (*Constantly, Frequently, Occasionally)

While performing these job duties, the employee is regularly required to:
  • Must be able to stand for long periods of time.
  • Must be able to do light lifting.
ACCESS TO SENISTIVE AREAS

None

WORKING CONDITIONS:
  • Must be able to work in a smoking environment
Note: The list of duties and responsibilities, requirements and licenses is not meant to be exhaustive. Management reserves the right to revise the position description and to require that other tasks be performed when the circumstances of the position change.

Should an applicant or employee request special consideration for any particular reason, such as reasonable accommodation for a disability, the Supervisor or Manager should contact the Human Resources Director. At this time, the Supervisor or Manager should be able to describe, in detail, to the Human Resources Director, the Essential Functions of the job involved in the request.

Job functions are subject to possible modification to reasonably accommodate management changes and requests. This job description in no way states or implies that these are the only tasks to be performed by the employee occupying this position. Employees will be required to follow any job-related tasks requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an employment relationship and one of primary functional expectations.

Qualifications

Required:
  • High School diploma or equivalent, or currently enrolled in GED Classes.
  • Previous cash handling experience.
  • Excellent communication skills.
  • Professionally deal with difficult situations and people.
  • Read, write and speak English fluently.
  • Must work well in fast paced and high-pressured environment.
  • Demonstrate leadership and motivational skills.
  • Proven hospitality skills.
  • Ability to communicate effectively with the public and other employees.
  • Computer skills.

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