Guest Service Agent

Description & Requirements:

Being a part of the Cache Creek team comes with amazing benefits:

• Great Pay
• Opportunities to Grow
• Gas Discounts
• Dental Insurance
• Life Insurance
• Paid Time Off (PTO)
• Recognition Program
• Free meals in our Employee Dining Room
• Weekly Paychecks
• Affordable Healthcare
• Medical Insurance
• Vision Care Insurance
• 401k Savings Plan
• Tuition Reimbursement
• Employee Discounts
• Direct Deposit

Summary

Responsible for welcoming casino resort guests in a warm, professional and friendly manner. Handles the processing of hotel reservations, assigns rooms according to player gaming value and guest requests, handles phone inquires, registers guests, handles room changes, reviews balances, collects payment, settles guest accounts, checks guests out, provide assistance and direction. Assists and supports department and division employees and management to deliver an exceptional overall guest experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Creates and ensures a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Ensures all customer contact is courteous, informative and thorough.
• Delivers superior customer service to all guests both external and internal.
• Fosters teamwork and acts as a role model using a consistent, approachable demeanor and clearly articulates information.
• Remains exceptionally calm and focused under pressure, setting an example for the department.
• Responsible for welcoming casino resort guests in a warm and friendly manner.
• Learns the habits and preferences of repeat and VIP guests and uses knowledge to enhance guest experience beyond expectations.
• Responsible for the processing of hotel reservations, assigns rooms, registers guests, collects payment, files documents, reviews balances and settles guest accounts and checks guests out.
• Prepares packages, including ordering, banking, and reconciliation of coupons.
• Coordinates check-in and check-out times and luggage delivery and pick-up schedules.
• Ensures accommodations are cleaned by Housekeeping before keys are issued. Responsible for posting charges, settling folios resolving due- outs, and completing express check outs.
• Receives cash, checks, debit and credit cards in payment, obtaining proper approval and authorization.
• Maintains an operating bank, renders bills and issues change.
• Handles special requests and services for guests, arranges and follows up on reservations which include but are not limited to; transportation, shows, events, spa, golf tee times, restaurant reservations, flowers, and other arrangements for special occasions.
• Responsible for safe keeping and delivery of messages, mail and packages left for guests and departments.
• Completes the non-zero balance report.
• Receives incoming phone calls and all other inquires and resolves them to satisfaction.
• Maintains accuracy within accommodation availability.
• Helps streamline departmental operations by regularly providing feedback on policies and procedures, work processes and program effectiveness and value.
• Provides direction and support for front line Guest Registration, VIP Registration, Casino Marketing, Front Service and Housekeeping personnel.
• Administers superior customer service to all guests.
• Maintains knowledge of the property, community, to & from directions, and special events in order to accurately provide guests with needed information.
• Provides guests through and accurate property tours.
• Assists coworkers within the department and the division to enhance guest experience.
• Willingly makes self available to provide assistance and support to overall company operations in case of a critical situation or emergency.
• Helps to maintain and enhance a safe, comfortable and clean environment for our guests and employees.
• Able to work in a cigarette/cigar smoke filled environment.
• Maintains a positive, proactive and constructive approach in handling both personal and business issues.
• Presents the company to others in a positive way; projects respect, integrity, commitment, humility and encourages others to do the same.
• Keeps all guest and non published department information confidential.
• Empowered to ensure customer problems or complaints are resolved in a prompt, courteous and efficient manner.
• Demonstrates a positive demeanor to customers, both internal and external, at all times.
• Supports coworkers, supervisors and managers to achieve and maintain an efficient operation and fast delivery of exceptional service.
• Able to stand and perform job duties on feet for long periods of time.
• Must be willing and able to work a variety of day/night and weekend/holiday shifts.
• Must be able to work independently.
• This job entails physically demanding job tasks; including but not limited to lifting, carrying, loading, unloading, pulling and pushing heavy objects.
• Complete checklist of the physical and mental demands incumbent on this position, as well as the working conditions under which these duties are performed in available for candidates and employees.
• Those demands and conditions occurring on a consistent basis are deemed essential to the performance of this positions essential duties.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Age Requirement

Must be at least 18 years of age.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

Cache Creek Casino Resort Tribal Gaming License

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 the job with or without reasonable accommodations.

While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reading of a computer screen, guest registration card and other documents. Identify guest at a distance, establish eye contact and service. Identify color codes on the computer screen and process accordingly. Monitor and react to the activity in the front lobby. Identify first in line guest to service in proper order.

Switch focus from computer screen to document to guest and back.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.

While performing the duties of this Job, the employee is regularly exposed to second hand tobacco smoke. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate. Busy and populated front lobby, phone and office equipment.