Guest Service Representative

Shift Differential: For hours worked 4pm - 12 am ($.50/hour) or 12am - 8am ($1.00/hour)

Shift: Swing Shift – typically 6pm – 2am (Schedule may vary due to business demands and could include weekends and holidays.)

Full-time opportunities available! Full-time positions offer generous benefit package including Health Plan (Medical, Dental, and Vision), PTO, Holiday Pay, 401(k) Retirement Savings Plan, and much more!

Non-Safety Sensitive

Job Summary

Performs in a pleasant, professional and efficient manner, a combination of duties mainly related, (but not limited to) check-in and checkout of guests that contribute to an overall positive experience for the guest.

Essential Job Duties

1. Greets, registers, and assigns rooms to guests in a warm and friendly manner.
2. Issues room key and escort instructions to Bell Staff, or directly to guest as appropriate, without announcing room number.
3. Transmits and receives messages using equipment such as telephone, fax, radio, and switchboard.
4. Answers inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
5. Keeps record of room availability and guest’s accounts.
6. Computes bill, collects payment, and makes change for guests.
7. Posts charges such as room, food, or telephone by hand or machine.
8. Understands and enforces the hotel company credit policies.
9. Accounts for all cash and makes deposits in accordance with hotel and company policies.
10. Communicates effectively with other front office and hotel departments.
11. Reports to work for scheduled shift, on time, and in uniform in accordance with company policy.
12. Communicates and networks effectively with staff, other departments, and outside representatives in order to maintain a productive and effective department operation.
13. Safeguard and account for the assets of the owners.
14. Comply with policies and procedures required by the department, the company, the Sac & Fox Gaming Commission, and the National Indian Gaming Commission.
15. Monitor the casino environment and follow established safety procedures to provide for the safety of guests and co-workers.
16. Work respectfully and effectively as part of the company team to ensure guest satisfaction, asset protection, and co-worker respect.
17. Report to work on time and as required in professional attire, display a high level of personal cleanliness and follow personal appearance standards.

Supplemental Job Duties

1. May function in a Lead Capacity, which involves:
2. Taking responsibility for assigned employees in the absence of the Supervisor.
3. Assigning work and ensuring proper performance of assigned employees.
4. May make restaurant, transportation, or entertainment reservations for guests.
5. May issue Non-gaming comps to customers subject to established policies and procedures and only when designated as the Relief MOD by the duty schedule or the MOD.
6. May deposit guest’s valuables in hotel safe deposit box using proper documentation.
7. May make, confirm, and cancel reservations for guests.
8. Attends all required meetings and training sessions.
9. Performs other job related duties as assigned.

Physical Requirements/Working Conditions

Normal office environment along with moderate computer use. Requires significant standing and speaking, both in person and via telephone. At times, requires significant use of eyes, hands, arms, fingers and wrists associated with data entry or switchboard use. Exposure to a smoke filled environment with loud and continual noise levels. Must be confidential.

Minimum Job Qualifications

Knowledge/Education/Work Experiences : Requires High school diploma or GED. Some previous job-related experience working directly with the general public is preferred. Requires some previous computer experience. Must be able to obtain a gaming license in accordance to the regulations established by the Sac & Fox Gaming Commission.

Skills/Abilities : Must be able to work directly with the general public. Must be able to change easily and frequently from one activity to another such as from typing, to searching in a directory, to using a telephone. Requires good organizational and communication skills, both verbal and written. Uses personal judgment and specialized knowledge to give information to people. Must be flexible with shift and days off. Must be able to meet all non-supervisory training and education requirements.

Preference : Members of the Meskwaki Nation and other Native American Tribes who are qualified applicants are encouraged to apply and will be given preference in accordance to established procedures.

Restrictions

This position is PROHIBITED from playing all casino games while on duty, except as authorized for employee tournaments. Otherwise, this position may play any casino game while off duty. Employees and members of the household are prohibited from entering company contests and giveaways established for our guests.