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Guest Services Representative

2 months ago

Colusa, California, United States Colusa Casino Resort Full time
Position Overview

STARTING WAGE: $16.57 PER HOUR

ROLE SUMMARY:

The Guest Services Representative is responsible for welcoming guests, managing room assignments, and facilitating check-in and check-out processes in a courteous and professional manner to foster customer loyalty. This role is pivotal in delivering exceptional service to ensure a memorable experience for all guests.

KEY RESPONSIBILITIES:

1. Welcome arriving guests, assign rooms, issue keys, and coordinate with bell staff, concierge, and housekeeping to ensure a seamless experience.

2. Maintain accurate guest accounts reflecting all services used, including room service and phone charges.

3. Prepare final bills and process payments efficiently.

4. Handle incoming calls from guests and may take room service orders as needed.

5. Manage email communications related to bookings, reservations, and transportation.

6. Address guest concerns, complaints, or suggestions, escalating to the Front Desk Supervisor when necessary to uphold high service standards.

7. Collaborate with the Front Desk Supervisor regarding supply inventory and ordering.

8. Respond promptly to all guest requests and special needs, providing information about the property and its amenities.

9. Secure guests' valuables in a safe deposit box as required.

10. Adhere to all departmental policies and procedures.

11. May perform duties as a Reservation Agent or PBX operator when needed.

12. Promote a clean, safe, and friendly work environment for both guests and staff.

13. Stay informed about promotions, events, and local attractions to enhance guest experiences.

14. Continuously strive to resolve guest issues or refer them to the Supervisor to ensure exceptional service.

15. Perform other related duties as assigned.

QUALIFICATIONS:

To excel in this role, candidates must demonstrate the ability to perform each essential duty effectively. The following skills and attributes are essential:

- Building Trust: Engaging with others in a manner that instills confidence in intentions and the organization.

- Stress Management: Maintaining composure under pressure and handling stress appropriately.

- Decision-Making: Analyzing issues and opportunities, drawing conclusions from data, and selecting effective solutions.

- Proactive Approach: Taking initiative to achieve objectives and exceed expectations.

- Relationship Building: Developing collaborative relationships to facilitate the achievement of work goals.

EDUCATION:

A High School Diploma or GED is preferred.

EXPERIENCE:

A minimum of 1 year of experience as a Hotel Front Desk Clerk is preferred, along with sales experience.