Guest Service Representative

Location; Pala, CA


Responsible for registering and settling of guest accounts. Including, resolving problems arising from guest complaints, reservations, room assignment activities, and unusual requests. Reports directly to Assistant Hotel Managers / Hotel Manager.

• Reading, writing and oral proficiency in English.
• Excellent communication skills.
• Pleasant and outgoing personality.
• Excellent organizational skills.
• Able to remain calm and professional in a busy environment.
• Previous 3 Star / 3 Diamond hotel experience a plus.
• Ability to deal with difficult situations.
• Ability to add, subtract, multiply, and divide in all units of measure.
• High School Diploma or GED required.
• College degree preferred.

• Register and checkout guests accurately and in a timely manner.
• Answers inquiries pertaining to hotel policies and services.
• Be able to handle cash, checks, or credit cards from guests and record transactions.
• Be able to assign, select, and do room changes in a complete, accurate, and timely manner.
• Offer a genuine greeting.
• Adhere to all 4 Star / 4 Diamond standards.
• Knowledge of room availability at all times, for future and present dates
• Up selling of rooms by selling at rack rate and offering fewer discounted rates and by selling suites when filling hotel.
• Adhere to appearance standards.
• Exceptional attitude.
• Be aware of special promotions within the hotel.
• Ensuring that workspace and office are always clean and tidy.
• Clock in/out at appropriate times- being at your workstation ready to work at assigned time.
• Complete the AM, PM, and Graveyard checklists.
• Review memos and logbook.
• Receive information passed on from previous shift.
• Know and practice the guest service philosophy of Pala Casino Resort and Spa.
• Assist Assistant Hotel Managers/ Hotel Manager with miscellaneous duties.
• Coordinate with guest safety the research for lost and found items for guests.
• Handle questions, problems, and complaints.
• Ascertain guest satisfaction.
• Perform other duties as assigned.