Guest Service Agent

Job Responsibilities

The Guest Services Agen t at Resort World New York City must assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction and the ultimate success of the Hotel. Given the integral nature of the position, the guest service agent’s demeanor must be reflective, at all times, of the highest standards of professionalism. A consistently positive attitude, knowledge of all facets of the operation and attention to detail are traits which our agents are required to have.

License Level: This is a non-gaming position.

Essential Duties

• Maintain standards of a 5-star service.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Book guest accommodations, room, show or restaurant reservations in accordance with current procedures.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Communicates with guest’s/guest relations.
• Handles complaints and angry guests.
• Presents any messages or packages.
• Presents the keys and offers bell attendant assistance. Explains Hotel services if bell assistance is declined or not available.
• Follow-up calls to the guest’s room to ensure satisfaction.
• Checks guests in and out of the Hotel.
• Offers a sincere greeting before the guest reaches the desk and ascertains the satisfaction of the guest’s stay.
• Aids in arranging transportation.
• Ensures that the guest is happy and departs satisfied.
• Thanks the guest for staying with us and offering an expression of a return visit.
• Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Handles assigned bank properly and performs account postings.
• Performs other tasks as assigned.

Core Competencies

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success
• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations
• Demonstrates the courage and initiative to present new ideas and perspective to create positive results
• Exhibits respectful consideration of viewpoints, situations and others
• Puts the guest at the forefront of every decision

Work/Educational Experience

• Must be 21 years or older
• High school diploma. GED, or relevant experience
• Prior experience in guest service preferred.
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission

Essential Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good communication skills.
• Attention to detail and organizational skills.
• Guest service oriented.
• Ability to function in a noisy, hectic and crowed environment.
• Ability to handle numerous duties simultaneously.
• Flexible to work schedules.
• Willing to work as a team member.
• Comfortable interacting and engaging in conversation.
• Ability to do multiple tasks.
• Patience.
• Can adapt under stress, flexible.
• Utilize good common sense.

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, 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. Essential responsibilities include moderate physical ability such as lift or maneuver at least twenty (20) pounds, and prolonged sitting during the shift.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents. Ability to respond to common inquiries from other Team Members or guests. Fluency in English required. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadlines.

Work Environment

The work environment characteristics described here are representative of those that exists while employees are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the property or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

Pay Transparency: $31.48 - $35.41

NOTE: This job description is not intended to be all-inclusive. Team members may perform other related duties as required to meet the ongoing needs of the organization. This position will require a non-gaming registration.

Working at Resorts World:

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.