Guest Services Agent

SUMMARY:

Responsible for guest satisfaction, maximizing room occupancy and average daily rates. Participates all front office department standards, and resolves guest problems. Responsible for meeting or surpassing all departmental goals and objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Makes eye contact, smiles and greets guests warmly and sincerely. Function as first line representative of customer service for our guests. Be knowledgeable of all promotions, general area information, etc., to assist patrons. Assist Marketing & Entertainment in all promotions and special events. Performs and improves efficiency with guest registration and check out. Responsible for proper cash/credit card/check handling applications. Confers and cooperates with other departments to ensure coordination of activities and efforts, especially guest satisfaction and safety/security of guests. Completes all pertinent information reports as needed. Is trained in all guest services and reservation tasks. Provides proper security, safety and emergency procedures as required for guests and fellow employees. Complies with BlueWater Resort & Casino rules and regulations. Complies with Federal, State and Tribal laws. Works in a safe manner; complies with company and OSHA safety regulations. All other duties as assigned (non-gaming functions and issued gaming license permitting).

KNOWLEDGE, SKILLS & ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

Must demonstrate the ability to solve hotel related problems; clear verbal and written communication skills are required. Employee must be able to deal patiently with guest complaints and remain courteous when faced with difficult or aggravated people. The ability to multi-task and stay organized is essential to job performance. Should have a clear and pleasant speaking voice and be fluent in English.

QUALIFICATIONS & REQUIREMENTS :

High school or GED equivalent preferred. Must be computer literate and must be available to work any shift/weekends and/or holidays as assigned. Professional appearance and manner is required. Good communication skills and problem-solving skills are a must; verbal communication and listening skills are especially important. Must be able to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry people. Able to work independently within specified time constraints.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift up to twenty-five pounds. Must be able to stand for extended periods of time (up to 6 hours without sitting). Must be able to sit for extended periods of time.

WORK ENVIRONMENT :

Fast paced work environment with many variables that contribute to daily challenges. Involves working in close quarters with other staff members and hotel/resort guests.

ACCESSIBILITY:

Limited

Disclaimer: The duties and responsibilities identified in this position description are illustrative only and are in no way intended to be a complete list of activities that may be required of an incumbent. The information contained in this job description is for compliance with the American Disabilities Act (ADA) and is not an exhaustive list of duties performed for this position. Additional duties are performed by the individual currently holding this position and additional duties may be assigned.