Guest Services Representative
2 months ago
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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