Guest Service Agent

Overview

Responsible for all duties surrounding the Front Desk in support of guest satisfaction while maintaining the company’s policies and core values.

Focus is on, but not limited to the following:

• Answers phone calls and assisting with daily checklists
• Provides information about the property and city, upselling the property’s enhanced services, all while proactively anticipating the guest’s needs
• Ensures all email correspondence is handled in a timely manner
• Reviews arrivals and blocks rooms for special requests/packages
• Room’s inventory control
• Handles guest requests over the phone, and in writing via email
• Assists with checking guests in/out when needed
• Ensures all No-Show charges are accurate and properly posted
• Coordinates with housekeeping to ensure daily arrival rooms are cleaned
• Processes third party credit card authorization for future/in-house reservations that were received via email/fax
• Supports the Front Office Group Wholesale Representatives with group essential (this includes, but not limited to; pre-registering the group members, assisting with billing issues, pre-assigning rooms, and creating room keys)
• Performs other job related duties as assigned

• High School Diploma or equivalent is required
• A minimum of one to two years (1-2) in a Customer Service driven Hotel/Resort within the Front Desk area
• Previous experience in a high-end luxury Gaming or Hospitality environment is desired
• Must have the ability to effectively communicate in English, both written and verbal forms
• Strong organization, analytical, and problem-solving skills and exhibit composure and professionalism while under pressure
• Excellent communication skills, customer service and team oriented, self-starter, and professional maturity
• Ability to manage multiple projects in a fast-paced environment while meeting constant deadlines and maintaining strong attention to details
• Must be able to perform in a team environment
• Possess a high level of energy and motivation with a proven track record of living the company's values
• Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations
• The ability to speak additional languages is preferred
• Knowledge and experience with Opera a plus
• Open to work varied schedules including weekends and holidays
• Must be able to obtain an Alcohol Awareness Card before hire
• Must be able to obtain a Nevada Gaming License before hire
• Must be 21 years of age or older