Guest Relations Agent

3 weeks ago

Sens, Bourgogne-Franche-Comté, United States Palms Casino Resort Full time

As a Guest Relations Agent at Palms Casino Resort, you will be responsible for providing exceptional guest service to ensure a memorable experience for our visitors. Your role will involve checking guests in and out, booking reservations, and providing information and additional services as needed.

Key Responsibilities:

  • Practice and promote San Manuel and AAA service standards to deliver outstanding guest service.
  • Utilize empowerment to handle guest opportunities and make critical guest-related decisions.
  • Generate and analyze daily/weekly detailed reports to track guest satisfaction and identify areas for improvement.
  • Maintain room inventory and ensure maximum availability for our guests.
  • Support group functions, including maintaining resumes, agendas, and serving as a liaison between meeting planners and the hotel.
  • Instruct new team members on company standards and procedures.
  • Welcome guests upon arrival and perform all check-in functions according to hotel policies and procedures.
  • Perform all checkout functions, including accepting payment by check, charge, cash, and direct bill payments.
  • Accept, sort, and distribute messages, small packages, and mail for guests.
  • Produce and generate required reports, including room reports, bucket checks, and VIP reports.
  • Produce keys for guests in accordance with security procedures.
  • Post charges to guests' accounts and perform other cashier functions.
  • Respond to guests' special requests and direct them to the appropriate department if necessary.
  • Inspect equipment and report any problems to appropriate personnel.
  • Interact with guests, co-workers, and management in a courteous and professional manner.
  • Maintain a clean and safe work environment.
  • Use analytical skills to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Interpret and follow instructions provided in written, oral, and diagrammatic or schedule form.

Requirements:

  • High school or equivalent education preferred.
  • Two to three years customer service or reception experience preferred.
  • At least two years front desk experience in a similar first-class hotel preferred.
  • Ability to communicate effectively with guests, team members, and management in both written and verbal form.
  • Ability to answer phones quickly, courteously, and in a professional manner.
  • Ensure that guests' business is kept confidential.
  • Ability to operate a computerized front office system.
  • Comprehend and follow instructions, make decisions without supervision, and prioritize tasks in order to meet appropriate deadlines.

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