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GUEST SVC REP

Viejas Casino & Resort

GUEST SVC REP

Alpine, CA
Paid
  • Responsibilities

    GENERAL SUMMARY

    Processes reservations for check-ins/Check-outs of hotel guests in a friendly, courteous, and professional manner. Answers telephone calls and makes reservations as required.

     

    CORE SCOPE OF POSITION

    • Processes room reservations, registrations, check-ins/check-outs, requests, changes, and cancellations.

    • Offers guest other room options and/or up sells room when possible.

    • Processes all payment types (adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges) and provides changes.

    • Handles monies, receipts, guest accounts and other forms of credit.

    • Completes cashier’s report, prepares deposits, and counts cashier bank at end of shift using computerized or manual systems.

    • Assists with making room reservations.

    • Maintains an inventory of vacancies, reservations, and room assignments.

    • Identifies and explains room features to guests.

    • Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.

    • Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.

    • Makes other reservations such as restaurant, shows, etc.

    • Maintains and organizes work area, Lobby and Front Desk area.

    • Arranges transportation for guests/visitors.

    • Partners with and assists other team members to promote an environment of teamwork and achieves common goals.

    • Attends staff meeting/trainings for update on ongoing hotel activities and promotions.

    • Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.

    • Notifies Loss Prevention/Security of any guest reports of theft.

    • Ensures that a clean, safe, hazard-free work environment is maintained.

    • Performs all other duties.

     

    FOUR STAR AND FOUR DIAMOND SERVICE COMMITMENT

    All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

     

    INTERACTION

    • Interacts with internal/external guests and peer groups

     

    SUPERVISION

    • Does not provide supervision to others.

    Required Skills

    KNOWLEDGE AND SKILLS

    • Knowledge of Microsoft Office.

    • Detail-oriented, organized, self-motivated, and values teamwork.

    • Ability to type 35 WPM.

    • Ability to effectively communicate with guests and team members verbally or in written form.

    • Ability to multi-task and work in a fast-paced environment.

    • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

    Required Experience

    EDUCATION/CERTIFICATION

    • High school diploma or general education degree (GED).

     

    EXPERIENCE

    • 1 to 2 years of related experience and/or training.

    • Guest service experience preferred.

    • Must be age 21 years of age or older.

  • Qualifications

    KNOWLEDGE AND SKILLS

    • Knowledge of Microsoft Office.

    • Detail-oriented, organized, self-motivated, and values teamwork.

    • Ability to type 35 WPM.

    • Ability to effectively communicate with guests and team members verbally or in written form.

    • Ability to multi-task and work in a fast-paced environment.

    • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.