Guest Relations Agent - Palms Casino - On Call

Guest Services Representative Responsible for providing outstanding guest service when checking guests in and out, booking reservations, providing information and additional services to guests as needed. Attends to guest needs and resolves guest problems. Issues keys and processes payments. Works to ensure maximum guest satisfaction at all times. Assists as needed to ensure maximum inventory is available. Responsibilities: Responsible for practicing, supporting, and promoting San Manuel and AAA service standards. Utilizes empowerment when handling guest opportunities and makes critical guest related decisions. Generates and analyzes daily/weekly detailed reports. Maintains room inventory. Actively supports all group functions including maintaining resume, agenda and serves as a liaison between the meeting planner and the hotel. Designated to instruct new Team Members regarding company standards and procedures. Welcomes all guests upon arrival. Performs all check-in functions according to hotel policies and procedures, including but not limited to early check-ins, late check-ins, and walk-ins, and ensure proper payment. Performs all checkout functions according to hotel policies and procedures, including but not limited to accepting payment by check, charge, cash, and direct bill payments. Accepts, sorts, and distributes all messages, small packages and mail for guests at Palms Place. Produces, generates and distributes all required reports including but not limited to room reports, bucket checks and VIP reports. Produces keys for guests in accordance with security procedures. Posts charges to guests' accounts and performs other cashier functions, including but not limited to exchanging currency. Responds to guests' special requests including but not limited to providing extra towels, cots, and newspapers, or directs the request to the appropriate department. Inspects all equipment and reports any problems to appropriate personnel. Follows up to ensure that the problem is corrected. Interacts with guests, co-workers and management in a courteous and professional manner. Maintains a clean and safe work environment. Uses analytical skills to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interprets and follows instructions provided in written, oral, and diagrammatic or schedule form. Performs other job duties as requested. Qualifications: High school or equivalent education preferred. Two to three years customer service or reception experience preferred. At least two years front desk experience in a similar first-class hotel preferred. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. Be able to answer phones quickly, courteously and in a professional manner. Ensure that guests' business is kept confidential. Be able to operate computerized front office system. Comprehend and follow instructions, make decisions without supervision, and prioritize tasks in order to meet appropriate deadlines SMGHA, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.