Guest Services Representative
2 weeks ago
The Guest Services Representative plays a crucial role in delivering attentive, friendly, and efficient service to all patrons during their arrival, throughout their visit, and at departure, while optimizing room revenue and occupancy. This position embodies a professional and welcoming demeanor at the Oaklawn Racing Casino Resort.
KEY RESPONSIBILITIES
The following duties are essential to the role:
Actively promotes and exemplifies exceptional customer service in line with departmental and organizational standards. Maintains confidentiality regarding all departmental and organizational matters. Delivers outstanding service to all guests. Embraces the company culture of fostering a fun and engaging experience for both internal and external guests. Possesses a thorough understanding of the company's facilities and nearby events to provide guests with relevant information. Informs guests about hotel policies, services, and amenities. Assists guests with inquiries and provides information about the local area (e.g., directions, dining options, etc.). Strives to achieve and maintain the highest level of service and guest satisfaction. Handles room sales for walk-in customers. Manages reservations using the system for both individual and group bookings, ensuring guests receive confirmation regarding their stay details. Updates reservation information in the system, processes guest payments, and makes necessary adjustments to accounts. Communicates room status and availability to the housekeeping team. Maintains cleanliness in the front desk area and public spaces. Listens to and addresses guest complaints effectively. Keeps daily logs and balances cash drawers at the end of shifts. Understands guest preferences to enhance room accommodations and collaborates with the Front Desk Manager on any issues. Recognizes and builds guest profiles to improve service accuracy and guest recognition. Supports fellow team members and other departments to enhance overall performance. Engages in open communication with colleagues, demonstrating mutual respect and a positive attitude. Stays informed about company updates by participating in meetings and reviewing internal communications. Adheres to established procedures and policies of the Oaklawn Racing Casino Resort.QUALIFICATIONS
To succeed in this role, candidates must meet the following qualifications:
High School Diploma or GED is required. Previous guest service experience is preferred. Experience in front desk operations is advantageous. Ability to manage multiple tasks simultaneously. Capable of performing the physical duties associated with front desk responsibilities. Strong interpersonal skills to interact with guests and resolve conflicts diplomatically.CERTIFICATIONS AND LICENSES
Candidates must be able to obtain any necessary licenses and permits as mandated by federal, state, and local regulations.
OAKLAWN IS AN EQUAL OPPORTUNITY EMPLOYER.
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