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Guest Services Representative

2 months ago

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

STARTING WAGE: $16.57+ Per Hour Depending on Experience

POSITION 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 repeat patronage. This role is essential in delivering exceptional service to ensure a memorable experience for guests and to encourage their return.

KEY RESPONSIBILITIES:

  1. Welcomes guests upon arrival, assigns rooms, issues keys, and collaborates with bell staff, concierge, and housekeeping to provide outstanding service.
  2. Maintains accurate guest accounts by updating records to reflect room service, phone usage, and other charges.
  3. Calculates final bills and processes payments efficiently.
  4. Handles incoming calls from guests and may take room service orders as needed.
  5. Manages email communications related to bookings, reservations, and transportation.
  6. Addresses guest concerns, complaints, or suggestions, escalating to the Front Desk Supervisor when necessary to uphold superior service standards.
  7. Works closely with the Front Desk Supervisor to monitor supply levels and request necessary items.
  8. Responds promptly to all guest inquiries, special requests, and information regarding hotel amenities and services.
  9. Safeguards guests' valuables or personal items in a secure deposit box.
  10. Adheres to all departmental policies and procedures.
  11. May assist as a Reservation Agent or PBX operator when required.
  12. Promotes a clean, safe, and friendly work environment for both staff and guests.
  13. Stays informed about promotions, upcoming events, local attractions, and available services on the property.
  14. Continuously addresses guest concerns or refers them to the Supervisor to ensure excellent service delivery.
  15. Performs other job-related duties as assigned.

EDUCATION:

High School Diploma or GED preferred.

TRAINING AND/OR EXPERIENCE:

A minimum of 1 year experience as a Hotel Front Desk Clerk is preferred.

Sales experience is also preferred.

Must be at least 18 years of age.