Guest Services Representative

3 days ago

North Bend, Oregon, United States CEDCO: The Mill Casino Hotel & RV Park Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Services Agent to join our team at The Mill Casino Hotel & RV Park. As a key member of our front desk team, you will be responsible for providing exceptional guest service, handling registration, room assignments, and various concierge functions.

Key Responsibilities
  • Provide top-notch guest service, ensuring a welcoming and friendly atmosphere for all visitors.
  • Register arriving guests, assign rooms, and coordinate guest services in a professional and efficient manner.
  • Update guest accounts to accurately reflect recurring and incidental charges.
  • Maintain the neat appearance of the front desk area at all times.
  • Resolve or refer to management all guest concerns, complaints, or suggestions in a continuous effort to provide superior guest service.
  • Input guest information into the Check Cashing System.
  • Represent The Mill Hotel professionally and positively on the telephone and in person.
  • Work closely with the Front Office Supervisor to coordinate VIP arrivals and requests.
  • Utilize sales techniques to upsell and close the reservation process.
  • Complete required paperwork as designated by the department.
  • Provide information to guests about the property, promotions, programs, events, and benefits.
  • Maintain security and confidentiality of files, records, and lists.
  • Adhere to regulatory, departmental, and company policies in an ethical manner.
  • Anticipate and provide for guest needs in advance of request.
  • Assist in coordinating and executing special events and Mill Club promotions.
  • Provide personalized service for Mill Club guests.
  • Be a participating team member by providing input and suggestions, volunteering, and being involved in projects, committees, and task forces.
Requirements
  • High School graduate or GED preferred.
  • Previous hotel-related experience desirable, with a focus on front desk and customer service.
  • Excellent writing and proofreading skills, with the ability to communicate in a professional and poised manner.
  • Computer experience essential, including all Windows applications.
  • Good administrative organization skills, with the ability to work with large volumes of detail, deadlines, and pressure situations.
  • Ability to work without supervision, organize, and track multiple projects and large amounts of detail.
  • Knowledge of the Mill Club Program and comping criteria a plus.
  • Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
  • Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
  • Able to read, write, speak, and understand English.
  • Ability to work in a highly structured and measured environment with a fast pace of work.
  • Ability to memorize data concerning various events, promotions, and services.
  • Maintains a high level of quality and accuracy in performance.
  • Possess the ability to convey denials or confront an issue without causing the guest to become defensive or alienated.
  • Must pass and remain in compliance with Coquille Gaming Commission background check and drug-free work place policies.

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