Guest Services Representative

2 weeks ago


Colusa, California, United States Colusa Casino Resort Full time
Job Overview

STARTING WAGE: $16.57 PER HOUR

POSITION SUMMARY:

The Guest Services Representative is responsible for welcoming guests, managing room assignments, and facilitating check-in and check-out processes in a courteous and professional manner. This role is crucial in delivering exceptional service to enhance guest satisfaction and encourage repeat visits.

KEY RESPONSIBILITIES:

1. Welcome guests upon arrival, assign rooms, issue keys, and coordinate with bell staff, concierge, and housekeeping to ensure a seamless experience.

2. Maintain accurate guest accounts reflecting room service, phone usage, and any additional charges.

3. Prepare final bills and process payments efficiently.

4. Handle incoming calls from guests and may take room service orders as needed.

5. Manage email communications related to bookings, reservations, and transportation.

6. Address guest concerns, complaints, or suggestions, escalating to the Front Desk Supervisor when necessary to maintain high service standards.

7. Collaborate with the Front Desk Supervisor regarding supply inventory, ordering, and requests.

8. Respond promptly to all guest inquiries, special requests, and provide information about the property and its amenities.

9. Secure guests' valuables or personal items in a safe deposit box.

10. Adhere to all departmental policies and procedures.

11. May assist as a Reservation Agent or PBX operator when required.

12. Foster a clean, safe, and welcoming environment for both guests and staff.

13. Stay informed about promotions, upcoming events, local attractions, and services available on the property.

14. Continuously address guest concerns or refer them to the Supervisor to ensure excellent service delivery.

15. Perform other job-related duties as assigned.

POSITION QUALIFICATIONS:

To excel in this role, candidates must demonstrate the ability to fulfill each essential duty effectively. The following qualifications are essential:

- Building Trust: Engaging with others in a manner that instills confidence in one's intentions and those of the organization.

- Stress Management: Maintaining composure under pressure, handling stress in an acceptable manner.

- Decision-Making: Identifying issues and opportunities, analyzing data to draw conclusions, and selecting appropriate actions.

- Proactive Approach: Taking initiative to achieve objectives and goals beyond the basic requirements.

- Strategic Relationship Building: Developing collaborative relationships to facilitate the achievement of work goals.

EDUCATION:

A High School Diploma or GED is preferred.

TRAINING AND EXPERIENCE:

A minimum of 1 year of experience as a Hotel Front Desk Clerk is preferred, along with sales experience.



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