Guest Services Representative

2 weeks ago

Eagle Pass, Texas, United States Kickapoo Lucky Eagle Casino Full time
Reports to:

FOM/AFOM/FOS

Job Overview:

Welcomes and assists guests during their arrival and departure by managing check-in and check-out processes while delivering prompt and courteous service. This includes handling phone inquiries, guest requests, and reservations, all while ensuring total guest satisfaction.

Key Responsibilities:
  • Adhere to all relevant Tribal, Federal, and gaming regulations, as well as Kickapoo Lucky Eagle policies and procedures.
  • Maintain the highest standards of guest service by attentively addressing guest and team member inquiries and concerns.
  • Ensure complete guest satisfaction at all times.
  • Complete and finalize the guest registration process efficiently.
  • Allocate guest rooms based on preferences and availability.
  • Manage cash and credit card transactions, ensuring accurate handling and balancing of the assigned house bank.
  • Utilize computer systems daily to document and track information.
  • Address guest concerns tactfully and work towards resolution.
  • Provide information regarding hotel amenities and services.
  • Handle phone calls, make reservations, and respond to guest inquiries.
  • Recommend local dining options, attractions, and transportation needs.
  • Maintain cleanliness at the front desk, lobby, and back office areas.
  • Follow up on guest complaints and requests diligently.
  • Assist in training new staff members.
  • Collaborate with other departments to ensure seamless service delivery.
  • Understand and implement all emergency procedures related to incidents, accidents, fire safety, or criminal activity.
  • Adhere to quality standards and service protocols.
  • Be flexible to work various shifts to meet business needs.
  • Ensure the security of guests, employees, and property assets.
  • Exemplify and promote KLECH core values and MAD skills.
  • Safeguard confidential information entrusted to the position.
  • Complete all required training as assigned.
  • Monitor compliance with Federal currency transaction reporting requirements and established Anti-Money Laundering policies.
  • The responsibilities listed above are not exhaustive but provide a general overview of the role's duties and responsibilities, which may evolve based on organizational needs.
  • Perform additional duties as assigned.
Minimum Qualifications:
  • Strong customer service skills are essential.
  • Excellent communication skills and the ability to build rapport with guests.
  • Familiarity with software and data entry applications is required.
  • Prior experience in cash handling is preferred.
  • Proficient communication skills in English, both written and verbal; proficiency in Spanish or other languages is a plus.
Additional Criteria:

Preference is given to qualified members of the Kickapoo Traditional Tribe of Texas and other qualified Native Americans.

Skills and Abilities:
  • Ability to work independently with minimal supervision.
  • Ability to foster effective relationships with management and staff.
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Ability to manage multiple tasks and meet deadlines.
  • Strong critical thinking, analytical, and guest service skills are necessary.
  • Positive attitude with strong organizational and leadership qualities.
  • Ability to perform basic mathematical operations.
  • Ability to identify problems, gather data, and draw conclusions.
  • Ability to comprehend complex instructions and materials.
  • Ability to maintain professional relationships with individuals from diverse backgrounds.
  • Ability to demonstrate leadership and teamwork with empathy and enthusiasm.
  • Ability to maintain confidentiality.
  • Ability to comply with established guest service programs.
Physical Requirements:
  • Regularly required to stand, sit, walk, push, pull, and bend for extended periods; reach with hands and arms; communicate effectively.
  • Must be able to concentrate for prolonged periods.
  • Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception.
  • Must possess the manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
  • Frequently lift and/or move up to 30 lbs.
Work Environment:
  • Normal office setting and casino floor.
  • Frequent walking and standing in a smoke-filled environment with regular public interaction.
  • Temperature-controlled environment with varying noise levels; may experience high noise levels throughout the day.
  • Extended hours and irregular shifts may be required, including nights, weekends, and holidays.
  • Must be able to perform under pressure and work long hours in stressful conditions.
  • May encounter risks when resolving issues with difficult guests or staff members.
  • Exposure to various lighting types, including fluorescent, flashing, and colored lights.
  • Travel may be necessary to fulfill essential job functions.
Employment Conditions:
  • Must obtain and retain a KTTT Gaming Commission License, including a successful background check.
  • Must provide authorization to work in the United States.
  • Must be at least 18 years of age.
  • Reliable transportation is required for commuting to work.
  • Must comply with internal policies and gaming regulations.

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