Guest Services Representative

1 week ago

Arlington, Virginia, United States Angel Of The Winds Full time

Position Title: Front Desk Agent

Job Category: Hospitality

Requisition Number: FRONT002452

Overview:

At Angel of the Winds, recognized as the World's Friendliest Casino Resort, we are dedicated to delivering outstanding guest experiences through a positive and engaging approach. Our core values emphasize the importance of being Welcoming, Engaged, Accountable, and focused on Customer Experience and Teamwork. We strive to understand and fulfill our guests' needs while representing our establishment with professionalism and courtesy.

Key Responsibilities:

  1. Maintain accurate records of room availability, reservations, and assignments.
  2. Process immediate and future bookings, as well as cancellations.
  3. Familiarize yourself with room locations, types, and pricing.
  4. Foster effective communication and relationships with all hotel departments.
  5. Check in arriving guests and allocate rooms, accommodating special requests when feasible.
  6. Coordinate with housekeeping to update room statuses, including check-outs and special requests.
  7. Work with maintenance to address guest room repair needs.
  8. Utilize persuasive techniques to promote room sales and additional hotel services.
  9. Exhibit patience and empathy while providing exceptional service to guests in distress.
  10. Report any unusual incidents or guest requests to management.
  11. Uphold guest privacy and confidentiality at all times.
  12. Be available to work evenings, weekends, and holidays as necessary.
  13. Perform additional duties as assigned.

Qualifications:

  • Exceptional customer service skills are essential.
  • Minimum of one year in customer service; prior experience in hospitality is preferred.
  • Ability to communicate professionally with guests, staff, and management.
  • Knowledge of local attractions and events is beneficial.
  • Willingness to learn safety and emergency protocols.
  • Proficient in using front office technology and computer systems.
  • Understanding of proper telephone etiquette.
  • Must possess strong customer service orientation and excellent verbal and written communication skills.
  • Ability to multitask and work independently in a fast-paced environment.
  • Strong attention to detail and problem-solving skills are required.
  • Ability to maintain effective working relationships across all levels of the organization.
  • Intermediate proficiency in Microsoft Office Suite and experience with database management.
  • Must be able to prepare various reports and correspondence.

Licenses and Certifications:

Must be eligible to obtain and maintain a Class B gaming license.

Physical Requirements:

This role requires effective communication skills, both oral and written. The employee will frequently stand or sit for extended periods and must be able to lift up to 25 pounds occasionally. While there are no adverse working conditions, exposure to tobacco smoke may occur. This position operates 24/7.

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