Guest Service Representative

Summary:

As a Guest Service Representative, you are the welcoming face of our organization and play a vital role in creating positive, lasting impressions for every guest. You are responsible for efficiently managing the check-in process and handling front desk transactions, including payment collection, with accuracy and professionalism. Your attentiveness and friendly demeanor ensure smooth operations while maintaining the highest standards of guest satisfaction, directly contributing to the overall success and reputation of our organization.

Essential Functions and Responsibilities:

• Provide timely and courteous guest service consistent with the companys guest service culture
• Provide timely and courteous guest service consistent with the companys guest service culture
• Assign guest rooms in accordance with current policies and procedures
• Process guest check-outs and handle account postings accurately and efficiently
• Manage cash flow in assigned bank, including performing accurate financial transactions
• Handle special guest requests and resolve complaints to ensure complete guest satisfaction
• Maintain up-to-date knowledge of hotel occupancy, in-house groups, and special events to support front desk operations
• Assist other departments with guest-related needs to ensure seamless service
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the companys guest service culture standards
• Perform other duties as assigned

Qualifications

• 6 months of experience in a similar role or with relevant transferrable skills preferred
• Strong guest service abilities and proven track record of delivering exceptional service
• Ability to follow instructions and complete tasks accurately in a fast-paced environment
• Strong communication skills and willingness to work as part of a team
• Committed to fostering a respectful, inclusive, and safety-conscious work environment
• Ability to access and input information using a moderately complex computer system
• 10-key touch proficiency preferred

Requirements

• At least 18 years of age
• High School Diploma or equivalent preferred
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• None

Physical Requirements

• Occasionally push, pull, lift and/or carry up to 10lbs. at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Regularly work with a computer
• Frequently stand and walk for prolonger periods
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Constant use of hearing and vision, ability to distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Hot & cold temperatures
• Slippery surfaces
• Exposure to dust, fumes and/or gases

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.