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