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Guest Services Representative

2 months ago

Las Vegas, Nevada, United States Harrah's LV Full time

JOB SUMMARY:

As a Guest Services Representative, your primary responsibility will be to manage the arrival and departure processes for guests visiting the hotel. You will serve as a key resource for all guest inquiries, maintaining a cheerful and positive demeanor while addressing any concerns that may arise.

Your role includes efficiently checking in and checking out guests, responding to inquiries and complaints in a courteous and professional manner to ensure maximum guest satisfaction, all while adhering to established Standard Operating Procedures and Service Standards. You will register guests to their rooms, ensuring all relevant information is accurately collected. This includes pre-registering and blocking reservations, processing same-day bookings, and managing future reservations in line with hotel pricing structures and sales strategies. You will handle guest check-ins and check-outs in accordance with hotel policies regarding credit and cash transactions, always in a friendly and efficient manner. Additionally, you will resolve guest complaints and provide information regarding hotel services, local attractions, and in-house events. Troubleshooting in-room entertainment and billing issues will also be part of your responsibilities. You will cancel reservations as per established procedures and balance a daily cash bank of $1000. Key packets will need to be prepared, and you will ensure that promotional materials are well-stocked. Other tasks may be assigned by your supervisor or assistant manager.

Essential Job Functions:

  • Process guest check-in and check-out transactions.
  • Provide assistance to guests regarding inquiries about the hotel and surrounding area.
  • Help guests with reservations for dining, shows, and other activities as needed.
  • Engage in guest service recovery when appropriate.
  • Maintain a positive and upbeat attitude at all times.
  • Stay informed about current hotel events to assist guests effectively.
  • Act as a liaison for guests to expedite their requests.
  • Uphold a professional and courteous demeanor towards all guests.
  • Anticipate guest needs and expectations.
  • Greet all guests warmly, answer phone calls promptly, and attend to all inquiries with accuracy; assist guests with issues, complaints, or special requests; generate reports as required; provide rate information for current or future dates; process any necessary changes to guest folios; maintain organized and well-stocked workstations.

Qualifications:

  • Strong interpersonal and communication skills.
  • Proficiency in a second language is advantageous.
  • Self-motivated with strong problem-solving capabilities.
  • Minimum one year of experience in front desk or guest service roles; six months of basic computer knowledge; team-oriented.
  • Excellent verbal and written communication skills in English; ability to manage high telephone volumes; must be able to tolerate secondary smoke.
  • Work in a close-knit environment with continuous co-worker interaction; ability to multitask accurately; must be able to stand for the duration of an average 8-hour shift.

Physical, Mental, and Environmental Demands:

  • Ability to perform repetitive reaching, stooping, and crouching motions.
  • Must be able to communicate verbally.
  • Must be able to stand for extended periods.
  • Must be able to lift up to 25 lbs.

Disclaimer: This description is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job description or require different tasks to be performed as circumstances change.

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel classified in this position.

Harrah's LV is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.