Guest Services Representative

2 months ago


Albuquerque, New Mexico, United States Route 66 Casino Hotel Full time
Job Overview

Position Title: Front Desk Clerk

Department: Hotel

Employment Classification: Non-Exempt

Position Summary:

The Front Desk Clerk plays a crucial role in enhancing the guest experience at the hotel, ensuring exceptional service and comfortable accommodations.

Key Responsibilities:

  • Uphold the Core Values, Policies & Procedures of Route 66 Casino Hotel.
  • Serve as a positive role model within the hotel environment.
  • Maintain a respectful and friendly demeanor towards guests and colleagues.
  • Arrive punctually and prepared to fulfill job responsibilities.

Primary Duties:

  • Manage front desk operations including processing reservations, checking guests in and out, assigning rooms, and handling billing adjustments with supervisor approval.
  • Provide a warm welcome to guests and inform them about available services.
  • Deliver friendly, efficient, and professional service, fostering positive relationships with guests and staff.
  • Engage with guests to build loyalty through personalized interactions, remembering their preferences and names.
  • Collaborate with team members to achieve common goals and create a supportive work atmosphere.
  • Acquire comprehensive knowledge of hotel services, amenities, and local attractions to assist guests effectively.
  • Maintain a courteous and professional relationship with all hotel personnel and the public.
  • Adapt to high-pressure situations while ensuring consistent attendance, including weekends and holidays.
  • Stay updated on hotel statistics such as room rates and occupancy levels.
  • Communicate daily with front desk staff and housekeeping to address guest needs.
  • Promote room sales to meet occupancy targets.
  • Follow all administrative policies and safety regulations.
  • Utilize the hotel management system to optimize revenue.
  • Engage with other hotels to share information on occupancy and rates.
  • Review and verify all front desk operations at the end of each shift.
  • Handle sensitive information with confidentiality.
  • Ensure a clean and safe work environment.
  • Participate in scheduled meetings and events.
  • Seek supervisor assistance when necessary.
  • Perform additional duties as assigned.

Qualifications:

  • High School Diploma or GED preferred.
  • Relevant work experience is required.
  • Minimum of two years in a guest service role, ideally within the hospitality or casino sector.

Skills:

  • Proficient in basic computer applications (e.g., Word, Excel, Outlook).
  • Familiarity with office equipment (e.g., photocopiers, fax machines).
  • Knowledge of hotel management software is advantageous.

Physical Requirements:

  • Ability to hear, stand, talk, walk, and use hands frequently.
  • Capability to bend, crouch, kneel, and reach overhead occasionally.
  • Ability to lift and carry weights up to 50 lbs.

Mental Demands:

  • Strong problem-solving and organizational skills are essential.
  • Ability to plan and make decisions effectively.

Work Environment:

  • Primarily indoors with exposure to cold temperatures and smoke.

Additional Requirements:

  • Must pass a pre-employment drug screening.


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