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Guest Services Representative

2 months ago

Black Hawk, Colorado, United States Monarch Casino Resort & Spa Black Hawk Full time

Position Overview:

Job Title: Guest Services Representative

Compensation/Shift: Day/Evening: $20, Night/Grave: $22 + 10% commission

Employment Status: Full Time

Working at our esteemed establishment offers numerous benefits:

  • Complimentary Hot Meal during each shift
  • Non-smoking workplace
  • Subsidized transportation options
  • Flexible work schedules
  • Opportunities for career growth
  • Modern, dynamic work environment that fosters pride
  • Brand new, vibrant hotel atmosphere

Key Responsibilities:

  • Extend a warm greeting to all guests, both internal and external.
  • Assist guests with directions and inquiries.
  • Efficiently manage the check-in and check-out process, which includes retrieving reservations, confirming special requests, programming room keys, calculating charges, and processing payments.
  • Handle monetary transactions with accuracy and efficiency.
  • Relay guest requests to relevant departments such as Housekeeping, Engineering, and Valet.
  • Manage guest mail appropriately.
  • Address guest concerns and document feedback.
  • Answer phone calls promptly and courteously.
  • Perform additional duties as assigned.

Qualifications:

  • High School Diploma preferred.
  • Prior experience in a similar role is advantageous.
  • Must exhibit a friendly, approachable demeanor and be a team player.
  • Strong communication skills are essential.
  • Ability to work collaboratively and independently.
  • Must be capable of standing for extended periods.
  • Availability to work various shifts, including weekends and holidays.

Desired Competencies:

  • Ethics: Treats individuals with respect and upholds organizational values.
  • Communication: Clearly conveys information and interprets written materials effectively.
  • Problem Solving: Identifies and resolves issues promptly, analyzing information skillfully.
  • Judgment: Makes sound decisions and includes relevant parties in the decision-making process.
  • Professionalism: Interacts tactfully with others and handles pressure gracefully.
  • Quality: Demonstrates attention to detail and seeks to enhance performance.

Work Environment:

This role requires on-site presence and interaction with customers, team members, and vendors regularly. The work schedule may vary based on operational needs.

Physical Demands:

The physical requirements for this position include standing, walking, sitting, using hands for tasks, reaching, climbing stairs, and occasionally lifting up to 25 pounds. Vision requirements include close and distance vision, color perception, and depth perception.

At Monarch, we not only provide a luxurious experience for our guests but also offer exceptional benefits for our team members.

Full-Time Team Members (30+ hours) enjoy:

  • Paid Time Off
  • 6 Observed Holidays with Holiday Pay
  • Health Insurance Package after 90 days, including medical, dental, vision, life insurance, and 401k with company match

Part-Time and Full-Time Team Members benefit from:

  • Complimentary Hot Meal per shift and unlimited beverages
  • Up to 48 hours of Sick Pay for those working under 30 hours per week
  • 80% Subsidized Bus Transportation
  • Free Covered Parking
  • Education/Tuition Reimbursement (up to $6,000 annually)
  • Uniforms and Dry Cleaning provided at no cost for most positions
  • Career Development Programs
  • Team Member Recognition Programs
  • Discounts on hotel, retail, and spa services

Join us in creating memorable experiences for our guests while enjoying a rewarding career.

An Equal Opportunity Employer: Monarch Casino Resort Spa is committed to diversity and inclusion in the workplace.