Guest Services Representative

2 weeks ago


Bethlehem, Pennsylvania, United States windcreek Full time

Guest Services Representative

Location: Bethlehem, PA

The primary role of the Guest Services Representative is to manage room sales and assignments, facilitate guest check-ins and check-outs, process billing, and handle cash and credit transactions while delivering exceptional customer service. All responsibilities must align with the policies, practices, and procedures of Wind Creek Bethlehem.

KEY RESPONSIBILITIES:

  • Punctually arrive for shifts in the designated uniform.
  • Efficiently check guests in and out with a friendly demeanor.
  • Maintain positive relations with guests, addressing complaints and ensuring satisfaction.
  • Safeguard the confidentiality of guest information and hotel data.
  • Manage assigned cash bank accurately.
  • Record guest room reservations as necessary.
  • Coordinate with Housekeeping to ensure accurate room status.
  • Collaborate with Hotel Sales regarding group bookings and billing matters.
  • Assist Room Service with the delivery of in-room gifts.
  • Work with the Casino Marketing Department to verify room status and resolve issues related to casino guests.
  • Utilize equipment and systems properly while adhering to safety standards.
  • Develop a comprehensive understanding of applicable PGCB regulations and Internal Controls.
  • Familiarize yourself with the Wind Creek Bethlehem Compulsive and Problem Gambling Plan, particularly regarding service regulations.
  • Deliver superior customer service to all internal and external clients, in line with Wind Creek Bethlehem standards.
  • Comply with departmental and property-wide policies and procedures.
  • Perform additional related duties as assigned.

MINIMUM EMPLOYMENT REQUIREMENTS:

  • Must be at least 18 years old and authorized to work in the United States.
  • High School diploma or equivalent is required.
  • Effective communication skills in English, both verbal and written.
  • Strong interpersonal skills with a focus on guest needs.
  • Maintain a professional appearance consistent with Wind Creek Bethlehem standards.
  • Consistent adherence to customer service standards is essential.
  • Willingness to work varied shifts, including weekends and holidays.

SPECIFIC POSITION REQUIREMENTS:

  • Previous experience in hotel front desk operations is preferred.
  • A minimum of 6 months of cash handling experience is required.
  • One year of continuous face-to-face guest service experience is preferred.
  • Familiarity with LMS and PC software (MS Word, Excel) along with basic typing skills.
  • Exceptional guest service skills are highly valued.
  • Ability to follow instructions with minimal supervision.
  • Physical capability to access all areas of the property.
  • Ability to endure prolonged standing, stretching, bending, and kneeling.
  • Capacity to work in a fast-paced environment while maintaining composure under pressure.
  • Ability to lift or carry a minimum of 50 pounds unassisted.
  • Collaborative skills to work effectively with others and communicate well.
  • Maintain a positive attitude and interact with guests in a courteous manner.
  • Ability to handle stressful situations with professionalism and tact.
  • Must qualify for and obtain a Pennsylvania Gaming Control Board license if necessary.


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