Guest Service Agent

Job Title: Guest Service Agent

Function: Hotel

Department: Front Desk

Reports To: Front Desk Supervisor

Position Summary: Briefly describe the job's primary purpose or contribution to the department or organization.

The Guest Service Agent is responsible for the guest registration and check-out process and communication of hotel services and promotions.

Essential Duties and Responsibilities: List the job's most important functions and responsibilities. Include all important aspects of the job, whether performed daily, weekly, monthly, annually, or any that may occur at irregular intervals.

• Accurately complete the reservation, check-in, and check-out process in an efficient manner.
• Handle all guest concerns in a timely and effective manner while maintaining a positive and helpful attitude.
• Assist the call center in taking, modifying, and canceling guest reservations and noting any special requests.
• Accurately administer hotel guest payment processes.
• Notify housekeeping and/or maintenance in a timely manner of any reported problems with rooms or grounds.
• Assist with securing guest luggage in the appropriate designated location.
• Assure an environment which emphasizes cooperation, communication, and teamwork with all departments.
• Support compliance with all internal procedures and regulatory requirements, including those associated with underage and intoxicated guests.
• Support current law and policy to provide a work environment free from illegal and discriminatory behavior.
• Complete job duties with minimal supervision, maintain acceptable attendance, and use appropriate judgment.
• Job duties, tasks, work hours, work requirements, and other duties as assigned may be added or changed at any time.

Knowledge, Skills, and Abilities:

• Ability to perform basic mathematical functions.
• Must be able to stand/walk for up to eight (8) consecutive hours.
• Understand and anticipate Guest Service needs.
• Ability to properly operate the hotel phone system in a friendly and efficient manner.
• Has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow employees.
• Ability to maintain strict confidentiality including, but not limited to, player activity, claim activity, financial data, marketing plans, and policies.
• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems and maintain mental concentration for significant periods of time.
• Ability to perform assigned duties under frequent time pressures and in an interruptive environment.
• Ability to perform a broad variety of tasks and deadlines with an irregular work schedule.
• Ability to communicate effectively with guests and all levels of employees in both oral and written form.
• Ability to work in casino and office environment with excessive noise levels, bright lights, and smoke environment.
• Knowledge of all facilities and promotional events available to guests on property.

Job Specific Knowledge: The use of practical procedures and knowledge, specialized techniques, and learned skills.

• Intermediate - Applies moderately complex practical procedures or systems and/orspecialized skills, which require some technical knowledge to apply. Typically requires a one year certificate from college or technical school; or twelve months related experience and/or training; or equivalent combination of education and experience.

Managerial Knowledge: The planning, coordinating, directing, and controlling activities and resources associated with the organization or function.

• Individual Contributor – Performance of job tasks(s) is highly specific and not involving leadership or direction of others.

Human Relations Skills: The active (either face-to-face or telephone) interpersonal skills needed to facilitate relationships with other people either within (co-workers) or outside (customers, vendors) the organization.

• Important – Skills of persuasiveness or assertiveness, as well as sensitivity to the other person’s point of view are required to influence behavior, change an opinion, or turn a situation around. Required in positions consisting of influencing people or reviewing the work of others.

Thinking: The scope the person must think to perform the essential functions of the position.

• Standardized – Thinking within a well-defined frame of reference and toward specific objectives. This is done in situations characterized by functional practices and precedents.

Problem Solving: The level of problem solving complexity required of the person in performing the essential functions.

• Varied – Differing situations requiring search for solutions within area of known things.

Decision Making: The degree of decision making authority/autonomy required to perform the essential functions.

• Moderate – Practices and procedures covered by precedents or well-defined policies, and supervisory review.

Scope: The breadth/scope of impact across the company this position has in performing the essential functions.

• Moderate – Results typically affect an entire department and may have some impact on other departments and/or are externally focused affecting a large customer base.

Impact: The degree to which this position affects or brings about the results expected of their department or function.

• Contributory – One of a few positions which contribute significantly to the end results expected of the unit or function or provide advisory/other important supporting services for use by others in achieving results.

Up to 100% Lifting < 10 lbs

Less than 25% Lifting > 10 lbs

Physical Demands:

Up to 100% Standing

25% - 50% Walking

Less than 25% Sitting

Less than 25% Climbing

Up to 100% Using hands/fingers to handle or feel

Up to 100% Reaching with hands and arms

Less than 25% Stooping, kneeling, crouching, or crawling

Certificates, Licenses, Registrations:

• Must hold a valid gaming license in accordance with Illinois Gaming Board.
• Must complete all company-required training within designated time frames.
• Must obtain direct deposit within one week of start date.

Signature: Date:

Job Types: Full-time, Part-time

Pay: $13.50 - $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person