Guest Services Representative

2 weeks ago

Battle Creek, Michigan, United States Firekeepers Casino Full time


POSITION OVERVIEW:

Accountable for addressing guest requirements, particularly during the check-in and check-out phases.

KEY RESPONSIBILITIES:

The following outlines the primary duties and responsibilities. Additional tasks may be assigned as deemed necessary by management. All responsibilities must be executed in compliance with Tribal, Federal, and other relevant regulations, as well as organizational policies and procedures.
  • Welcomes all guests at the front desk with a friendly and professional demeanor, exemplifying FireKeepers Guest Service Standards in every interaction.
  • Enters and retrieves data in a computer system, ensuring attention to detail, efficiency, accuracy, and follow-through.
  • Maintains proficiency in all relevant computer systems, including Opera, HotSOS, Patron Management, and Saflok.
  • Effectively communicates with guests and team members.
  • Builds rapport with guests and anticipates their needs.
  • Addresses guest complaints and formulates satisfactory resolutions for both the guest and the establishment.
  • Ensures guest security, including proper management of key control.
  • Recognizes returning and VIP guests, providing them with a warm welcome back.
  • Offers information regarding the hotel, casino, tribe, and local attractions to guests in need.
  • Processes and confirms wake-up call requests.
  • Handles reservations and cancellations efficiently.
  • Assists walk-in guests with room sales.
  • Follows all cash handling and financial procedures, ensuring accuracy in guest accounts, posting charges and payments, balancing shifts, and managing cash banks.
  • Provides support to bell staff as needed.
  • Responds to guest inquiries and coordinates the fulfillment of requests.
  • Stays informed about daily hotel and casino events, banquet and meeting schedules, as well as group and VIP arrivals.
  • Collaborates effectively with all departments, particularly Bell Staff, Valet, Facilities, and Housekeeping.
  • Maintains the highest level of confidentiality.
  • Responsible for upholding a consistent attendance record as per the FireKeepers Casino Hotel Attendance Policy.
  • Serves as an exemplary representative of FireKeepers Casino Hotel.
Minimum Qualifications

ESSENTIAL QUALIFICATIONS

An applicant's education, training, and experience must demonstrate the ability to successfully fulfill each of the essential duties and responsibilities. FireKeepers reserves the right to verify the adequacy of a candidate's qualifications through interviews, assessments, and other methods.

The qualifications listed below are generally representative of the education, experience, and skills required to successfully perform the essential duties and responsibilities:

High school diploma or GED. One year of customer service experience, or six months of hotel front desk experience. Must possess strong communication skills and effective public speaking abilities. Proficient in using Windows-based computers and general software applications. Must be at least 18 years of age.

PREFERRED QUALIFICATIONS

Prior experience in a front desk role.

LANGUAGE PROFICIENCY

Ability to read and interpret documents such as safety guidelines, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

MATH SKILLS

Ability to perform basic mathematical operations including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals, and to work with statistical concepts.

REASONING ABILITY

Ability to identify problems, gather data, establish facts, and draw conclusions. Ability to interpret a variety of technical instructions in mathematical or diagram form and to manage several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to communicate verbally and audibly. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or manipulate objects, tools, or controls. A Team Member may occasionally be required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work is performed throughout various areas of the facility where noise levels may vary from quiet to loud depending on business activities. Must be able to work in environments with smoke.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens, and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to modify the above job description as necessary.

Category:
Hotel Front Desk & Housekeeping

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