Guest Services Representative

3 days ago


New London, Connecticut, United States Mohegan Full time
Job Summary

We are seeking a highly skilled Guest Services Representative to join our team at Mohegan Sun. As a key member of our front desk team, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out processes, and maintaining a high level of customer satisfaction.

Key Responsibilities
  • Provide warm and sincere greetings to guests, ensuring a positive first impression
  • Register guests, assign and issue room keys, and handle all guest-related inquiries
  • Address guest concerns in a timely and professional manner
  • Process payments and handle cash handling responsibilities
  • Assist with corporate, convention, and bus group arrivals and departures
  • Run back-up reports and update documents as needed
  • Complete daily room blocking and ensure accurate room assignments
  • Assist guests with dinner and spa reservations, transportation needs, and other requests
  • Process due-outs and express checkouts in a timely manner
  • Answer hotel phones and respond to guest inquiries
Secondary Responsibilities
  • Assist in other locations throughout Hotel Operations, including Aquai reception and Concierge
  • Pre-register guests and issue pagers as needed
  • Stock supplies in the back office and at the Front Desk
  • Enroll guests in the Mohegan Sun Momentum Program
Requirements
  • High School Diploma or equivalent
  • Previous high-volume hotel guest service experience
  • Excellent computer skills
Competencies
  • Excellent written and verbal communication skills
  • Able to multi-task under stressful situations
  • Good typing skills
  • Extensive knowledge of the property and local areas and destinations
Training Requirements
  • Knowledge of LMS, LRS, HMS, RPOS, Lodgenet, Ascent, Bartech, Expresso, Hotel paging system, telecheck, and Time Lox/DC One
Physical Demands and Work Environment
  • Must be able to work in a fast-paced office environment
  • Must be able to stand, reach, bend, or sit for extended periods
  • Must be able to lift heavy objects
  • Must be able to work various shifts and flexible hours


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