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Guest Services Representative

2 months ago

Eagle Pass, Texas, United States Kickapoo Lucky Eagle Casino Full time
Reports to:

FOM/AFOM/FOS

Job Overview:

Welcomes and assists guests during their arrival and departure by managing check-in and check-out processes while delivering prompt and courteous service. This includes handling phone inquiries, guest requests, and reservations, all while ensuring total guest satisfaction.

Key Responsibilities:
  • Adhere to all relevant Tribal, Federal, and gaming regulations, as well as Kickapoo Lucky Eagle policies and procedures.
  • Provide exceptional guest service by actively listening and addressing concerns and inquiries from guests and team members.
  • Ensure complete guest satisfaction throughout their stay.
  • Facilitate and finalize the guest registration process efficiently.
  • Allocate rooms to guests based on their preferences and availability.
  • Manage cash and credit card transactions accurately while balancing the assigned house bank.
  • Utilize computer systems daily to document and track guest information.
  • Address guest concerns tactfully and work towards effective resolutions.
  • Provide information regarding hotel amenities and services.
  • Handle phone calls, book reservations, and respond to guest inquiries promptly.
  • Recommend local dining options, attractions, and transportation needs.
  • Maintain cleanliness and organization of the front desk, lobby, and administrative areas.
  • Follow up on guest complaints and special requests to ensure satisfaction.
  • Assist in training new staff members.
  • Collaborate with other departments to meet guest needs and foster a positive working environment.
  • Understand and implement emergency procedures for various incidents, including safety and security issues.
  • Uphold quality standards and service excellence.
  • Be flexible to work various shifts to meet business demands.
  • Ensure the safety and security of guests, employees, and hotel property.
  • Promote and embody the core values and skills of KLECH.
  • Safeguard confidential information entrusted to the position.
  • Complete all required training sessions satisfactorily.
  • Monitor compliance with financial reporting requirements and established Anti-Money Laundering policies.
  • The responsibilities listed above are not exhaustive but provide a general overview of the role. Duties may evolve based on organizational needs.
  • Perform additional tasks as assigned.
Qualifications:
  • Strong customer service skills are essential.
  • Excellent communication abilities to build rapport with guests.
  • Familiarity with software applications and data entry is required.
  • Prior experience in cash handling is preferred.
  • Proficiency in English, both written and spoken; knowledge of Spanish or other languages is a plus.
Additional Criteria:

Preference is given to qualified members of the Kickapoo Traditional Tribe of Texas and other Native Americans.

Skills and Competencies:
  • Ability to work independently with minimal oversight.
  • Capable of maintaining effective relationships with management and staff.
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Proficient in managing multiple tasks and meeting deadlines.
  • Strong analytical, critical thinking, and guest service skills.
  • Possess a positive attitude with strong organizational and leadership qualities.
  • Ability to perform basic mathematical calculations.
  • Ability to identify problems, gather data, and draw conclusions.
  • Ability to comprehend complex instructions and materials.
  • Ability to establish and maintain professional relationships across diverse backgrounds.
  • Demonstrate leadership and teamwork skills with empathy and enthusiasm.
  • Maintain confidentiality at all times.
  • Adhere to established guest service programs.
Physical Requirements:
  • Regularly required to stand, sit, walk, push, pull, and bend for extended periods.
  • Must be able to focus for prolonged periods.
  • Specific vision abilities required include close, distance, peripheral vision, and depth perception.
  • Effective communication skills are necessary, both in person and via telecommunications.
  • Must possess the manual dexterity to operate various office equipment.
  • Occasionally lift and/or move up to 30 lbs.
Work Environment:
  • Typical office setting and casino floor.
  • Frequent walking and standing in a public environment.
  • Temperature-controlled environment with varying noise levels.
  • May require extended hours and irregular shifts, including nights and weekends.
  • Must be able to perform under pressure and manage stress effectively.
  • May encounter challenging situations with guests and staff.
  • Exposure to various lighting conditions.
  • Travel may be necessary to fulfill job responsibilities.
Employment Conditions:
  • Must obtain and maintain a KTTT Gaming Commission License, including passing a background check.
  • Authorization to work in the United States is required.
  • Must be at least 18 years old.
  • Reliable transportation is necessary for commuting.
  • Compliance with KLEC policies and gaming regulations is mandatory.