Hotel Guest Services Representative FT

JOB SUMMARY

As a Guest Services Representative, you will assign rooms according to guest requests and preferences whenever possible.

Position Status:

Full-Time Location:

Gold Strike Casino - Tunica, MS

MINIMUM REQUIREMENTS

High school diploma or equivalent One (1) year of customer service experience, preferably working in a similar hotel setting.

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to quickly think strategically and analytically to increase efficiencies; ability to cognitively recognize patterns and trends and communicate effectively. Advanced knowledge of Opera, group blocks, room rack availability, and the desire to learn additional Opera skills. Able to effectively communicate in English, in both written and verbal forms. Ability to read and write. Perception and awareness of individual needs and the ability to handle all situations calmly and professionally. Ability to multi-task and work well in a fast-paced, team-oriented environment. Proficiency in computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine. Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail. Effective listening abilities with strong judgment skills. Knowledge of accommodations room capacities and amenities. Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts. Maintain a professional, neat, and well-groomed appearance adhering to company standards.

PRIMARY RESPONSIBILITIES

Assign rooms according to guest requests and preferences whenever possible. Pre-assign, pre-key and prepare all guest packets for designated arrivals. Review/track/accommodate requests for changes and communicate to appropriate staff. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Identify and resolve any over-commitments by room type. Balance room inventory in advance. Review out-of-order rooms for accurate return dates; report any room maintenance problems to management, housekeeping, and/or engineering. Assist front desk staff with the proper room assignments. Ensure hotel rooms are being blocked to allow for revenue maximization. Run all daily reports that are required to complete necessary job duties including but not limited to group arrivals and departures, housekeeping briefs, trace reports, etc. Balance clerk/cashier postings, cash, and credit transactions daily. Perform other job-related duties as requested.