Hotel Guest Services Representative

1 week ago

Battle Creek, Michigan, United States Firekeepers Casino Full time
Job Title: Hotel Guest Services Representative

FireKeepers Casino Hotel is seeking a highly skilled and customer-focused Hotel Guest Services Representative to join our team. As a key member of our hospitality team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:
  • Provide warm and professional greetings to all guests entering the lobby area, demonstrating FireKeepers Guest Service Standards in every interaction.
  • Ensure all brand promises are being fulfilled to our hotel guests, enhancing their overall experience.
  • Establish rapport with guests and anticipate their needs, recognizing returning and VIP guests and welcoming them back to the property.
  • Assist guests with restaurant recommendations and reservations, serving as a liaison to guests for property services such as retail shopping, valet, and casino host services.
  • Develop and maintain a strong knowledge of property facilities and services, as well as offering in the Battle Creek/Marshall community.
  • Store and retrieve luggage and other objects for guests, coordinating/providing luggage assistance for overnight groups and delivering dry-cleaning to hotel guests.
  • Coordinate/provide business services such as copy, faxing, and shipping, ensuring the bell closet, coat check, and all other work areas are clean and well-maintained.
  • Work closely and effectively with all departments, most commonly Front Desk, Valet, Facilities, Food & Beverage, and Housekeeping, responding to service calls with other departments as needed.
  • Maintain the highest level of confidentiality and adhere to FireKeepers Casino Hotel's Attendance Policy.
Requirements:
  • High School diploma or GED.
  • Previous guest service experience.
  • Excellent communication skills and effective public speaking skills.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of an organization.
  • Proficiency in both written and verbal English communication.
Preferred Qualifications:
  • Previous front desk, concierge, or bell service experience.
  • Certified Tourism Ambassador designation for Calhoun County, MI.
Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Proficiency in both written and verbal English communication is required.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical and Environmental Demands:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools, or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

Indian Preference:

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens, and other Native Americans.

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