Guest Service Agent - Front Desk

Job Description

Job Description

Guest Service Agent

Hotel Front Desk

Job Description

Category: Koval Lane Hotel

Status: Non-Exempt

Reports To: Hotel Management

Job Description

As a Hospitality Ambassador at Ellis Island Hotel, you will play a vital role in fostering a positive, engaging, and personalized experience for our valued guests. You will be the face of the Hotel, and often the first and last impression the guests will have of Ellis Island. Your goal is to enhance guest satisfaction by providing memorable and personalized guest experience, while ensuring a seamless and enjoyable stay. Responsible for performing all services necessary for hotel registrations, including greeting guests upon arrival, performing, and tracking assignments of room checkouts, and ensuring receipt of payment.

Benefits

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• Paid time off
• Voluntary life insurance
• Eligibility to participate in a 401(k)-retirement plan with company match (after 6 months of successful employment)

Responsibilities

• Greet guests warmly and provide a welcoming first impression, using a positive, clear speaking voice.
• Manage check-in and check-out processes efficiently and accurately.
• Complete the registration process by accurately verifying, inputting, and retrieving the guest?s information without difficulty, confirming pertinent information, including room type, number of nights, names, and number of additional guests, room rates, etc.
• Recommend suitable room location, assign rooms, and issue electronic room keys.
• Answer all incoming calls for reservations, in-room and in-house calls with warmth and professionalism.
• Conduct pre-arrival guest calls to personalize the experience, anticipate guest needs, and ensure a memorable and welcoming stay.
• Provide information on hotel amenities, room types, rates, promotions, events, etc.
• Book reservations, handle cancellations, and room assignments
• Reply to guest emails promptly and professionally.
• Properly enter reservations from HubSpot emails.
• Reply to All online reviews using established protocols.
• Be able to converse in a friendly and professional manner, either via phone, text, or email, in an effort to familiarize yourself with the guest?s wants and needs prior to arrival.
• Listen intently and respond to guest inquiries, requests, and complaints in a timely and professional manner, with appropriate action and accurate information.
• Provide recommendations for local attractions, dining, and experiences.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction, which includes room set-ups such as decorations, amenities, arrangements, etc.
• Personalize guest experiences to enhance satisfaction and create memorable stays.
• Ensure all arrangements are executed accurately and on time.
• Maintain accurate records using the hotel?s property management system.
• Process payments, verify billing details, and handle cash/credit transactions.
• Uphold hotel standards, policies, and confidentiality of guest information.
• Upsell room upgrades, packages, add on?s and hotel services when appropriate.
• Adheres to all regulatory, company, and department policies and procedures.
• Verify credit cards for authorization using electronic acceptance methods.
• Secure, handle cash, make changes, maintain, and balance the cashier?s bank.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Accurately post charges to guest rooms using the computer.
• Non-verbally confirm the room number and rate.
• Provide key packets containing room keys and vouchers as appropriate.
• Make an appropriate selection of rooms based on guests? needs.
• Educate guests on the features and rewards of the Players Club program, including earning points, redeeming rewards, and exclusive offers.
• Assist members in accessing their accounts, reviewing their points, and ensuring they understand how to maximize their rewards.
• Promote additional casino services, events, and promotions tailored to specific guest preferences, and drive program sign-ups.
• Acts as a role model to other Team Members, always presents oneself as a credit to Ellis Island Casino, Hotel & Brewery, and encourages others to do the same.
• Maintain the cleanliness of the Hotel Lobby and at times refill water and coffee station.

Skills / Experience

• Must be at least 21 years of age or older.
• Literate and fluent in English.
• Ability to coordinate multiple tasks.
• Problem-solving mindset with an initiative-taking approach.
• Attention to detail.
• Present a personable image.
• Communicate well with others and can speak clearly to be understood by guests.
• Team player with excellent guest service and interpersonal skills.
• Ability to train on PMS computer system.
• Must have mathematical abilities such as addition, subtraction, multiplication, and division.
• Must be able to work with the public in a fast-paced environment.
• Ability to promptly answer telephone calls using clear communication skills.
• Must be able to identify problems and quickly resolve issues.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Must be able to obtain a Nevada Gaming Registration Card.
• The ability to submit to a background check and drug test is required.

• The ability to stand and/or sit for prolonged periods.

• Use hands to handle objects, tools, or controls.
• The ability to lift and/or move objects weighing at least 25 pounds with or without assistance.
• Be comfortable with a moderate noise level in the work environment.

This job description is not an exhaustive list of all functions required for this position. Duties and/or responsibilities may be subject to revision to meet business needs.

Core Values

• Service ? Personalized, warm, and consistently exceptional customer service.
• Value ? Committed to deliver quality products for great prices.
• Growth ? Promote personal development and growth for all team members.
• Family ? Create a family-like environment by staying close to our guests and our team members.
• Passion ? Work with passion and enthusiasm every day.