GUEST SERVICE AGENT - HOTEL

About the role

The Guest Service Agent provides friendly and informative guest service while assisting with guest luggage and coordinating tour group luggage handling. Responsible for safely parking, operating and retrieving guest vehicles. Interacting with customers, issuing and collecting parking tickets, assisting patrons in/out of their vehicles when necessary, and miscellaneous activities as assigned.

The Guest Service Agent

• Provides superior guest service, positively interacts with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with team members.
• Adhere to established department and property policies and procedures regarding guests service standards.
• Assigns guest accommodations in accordance with current procedures.
• Assist guests with luggage storage, scooter and wheelchair rental.
• Handles assigned bank properly and performs account postings.
• Maintains knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the daily operation of the Front Desk.
• Compute bill, collect payment, and make changes for guests.
• Make, modify, cancel, extend, and confirm room reservations for guests.
• Processes guest accounts upon checkout in an efficient and accurate manner.
• Maintains guest relations in a positive manner. If unable to satisfy guests' concerns, refers guest to appropriate personnel.
• Maintain ongoing knowledge of all Belterra Casino Resort services and entertainment opportunities.
• Answer call inquiries pertaining to hotel services, shopping, dining, and travel directions for property including but not limited to: Belterra, Belterra Park, and the Ogle Haus.
• Complete regular operational duties as assigned by Hotel Leadership, including, but not limited to, sorting incoming mail and packages, completion of daily reports, maintain public areas including the lobby, business center, and bell desk.
• Perform additional duties not listed above as assigned by Hotel Leadership.

Qualifications & Requirements

• Ability to use all equipment associated with the position, including, but not limited to: keyboards, telephones, multi-line telephone system, fax machines, copiers, printers, bell carts, scooters, and wheelchairs.
• Ability to communicate effectively at all times with guests, as well as all levels of team members.
• Ability to move around the Front Desk effectively, pull up portfolios, reach across counter for guest transactions.
• Ability to effectively use a computer to access, understand and input guest information.
• This position is, at times, subject to crowds and noise severity that is dependent upon guest volume.
• Must be flexible to work varying shifts and time schedules as needed.
• Must be willing to work independently with minimal supervision, as needed.
• High School Diploma or GED equivalent.
• General knowledge of Microsoft Word, Excel, and Outlook is a plus.
• Effective communication and guest service skills.
• Must be able to obtain and maintain all licenses / certification per Federal, State, and Gaming regulations
• Must be at least 18 years of age.

Additional information

The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to two months of on-the-job training or related experience