Hotel Guest Service PBX Associate

Job Title

Primary responsibility is to ensure that WRC guests receive exceptional, friendly, and prompt service to enhance their stay or garner return business. Associates are trained to work the front desk, RV Park, central reservations, casino operator switchboard, and night audit. Must remain knowledgeable of WRC promotions, programs, events, packages, rates, operational facts, etc., to upsell the WRC experience.

Essential Job Functions:

1. Ensure customer satisfaction that promotes return visits through prompt, efficient, polite, professional, and friendly service.
2. Always exhibits WRC service standards - sincere greeting, eye contact, smile, proximity rules, uniform standards, anticipating guest needs, etc.
3. Always promotes and adheres to safety rules and regulations, to protect guests and employees from injury, risks, or hazards. Promptly report safety concerns to Supervisor.
4. Promptly and efficiently answer all incoming calls and inquiries whether directly or on the telephone, providing detailed and accurate information on casino and resort amenities, calendar of events, directions to WRC, trafficking calls to appropriate locations, etc.
5. Remain knowledgeable of rate structures in the Hotel, RV, Golf Course, and Tamastslikt Cultural Institute including discounts, schedules, negotiated rates, and special promotions, so accurate information is given to guests and processed in the PMS systems.
6. Work closely with management staff, providing feedback and/or receiving suggestions to optimize and promote property more effectively.
7. Maintain information from each department and handle information requests via telephone, mail, fax, or email, as appropriate. Maintain and keep current seasonal or limited-time special offer materials.
8. Promptly and accurately registers guests into hotel or RV property management systems, and accepts payment as outlined by operational procedures.
9. Upon check-in, provide guests with information or assistance as needed - room/RV space location, maps, special offers/coupons available during their stay, special events scheduled, and other WRC amenities.
10. Handle and control all secured assets and functions as required, including issuing room keys, verifying cash banks, making safe drops, preparing cash reports, and following credit card verification procedures.
11. When conducting night audit functions, prepare daily reports, reconcile daily business, balance accounts in the PMS system, and reconcile credit card accounts recapping business day for management.
12. Once the night audit is complete, shall open a new business day in the system, review guests' arrivals note special requests, note any meeting space reservations, and verify billing information.
13. When fielding general inquiry calls, must actively promote resort properties to convert sales.
14. Remain knowledgeable of group scheduling and group sales policy.
15. Participates and attends all designated meetings, training, and activities as scheduled.
16. Maintains front desk and lobby, including removing discarded items, maintaining supplies, computer terminals, and office equipment, and dusting, organizing, and polishing such areas.
17. When assigned to the RV park, maintenance duties include heavy-duty cleaning of office and public areas, public restrooms and showers, laundry room, and pool deck.
18. Always promote internal guest service standards through courteous and respectful behavior.
19. Comply with regulatory laws, employee handbook, department policy, and procedures, safety codes, etc.
20. Assists other hotel areas when needed/requested and performs other duties as assigned.

Promote WRC Quality Service Standards:

Safety: Ensuring a safe experience by protecting the welfare of all.

Integrity: Expecting personal accountability at every level.

Courtesy: Creating an exceptional customer service experience for everyone.

Team: Functioning together to create a cooperative and positive experience.

Show: Providing flawless experience a clean and cared-for resort.

Access to Sensitive Areas:

1. Keys.
2. Credit card information.
3. Cash drawers.
4. Coupon Redemption.
5. Storage areas.
6. Guest's personal information.
7. Property Management System.

Minimum Qualifications:

1. Have at least six (6) months of front-line customer service experience.
2. Communicate in a pleasant, calm, and clear speaking voice.
3. High School Diploma/GED. Or ten (10) years' experience.
4. Work independently on a computer using Word, spreadsheet, and database software.
5. Need to stand for long periods; perform repetitive motions with wrists, hands, and fingers.
6. Strong communication skills to generate written dialogue that relays information accurately and effectively, provides clear, concise verbal dialogue, and possesses good auditory acuity to hear, understand, and respond to verbal cues.
7. Flexible schedule; Will work various shifts days, swings, graveyards, and holidays as scheduled.
8. Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees and guests.
9. Requires a criminal history background check.
10. Must be at least 18 years of age.

Preferred Qualifications:

1. Hotel guest service or front desk experience preferred.
2. Bilingual in English/Spanish.
3. Experience with multi-line phone systems.