Agent Guest Relations - On Call

San Manuel Band of Mission Indians•Las Vegas, NV

3d•Onsite

About The Position

Responsible for providing outstanding guest service when checking guests in and out, booking reservations, providing information and additional services to guests as needed. Attends to guests needs and resolves guest problems. Issues keys and processes payments. Works to ensure maximum guest satisfaction at all times. Assists as needed to ensure maximum inventory is available.

Requirements

Two to three years of customer service or reception experience preferred.
At least two years of front desk experience in a similar first-class hotel preferred.
Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
Be able to answer phones quickly, courteously and in a professional manner.
Ensure that guests' business is kept confidential.
Be able to operate computerized front office system.
Comprehend and follow instructions, make decisions without supervision, and prioritize tasks in order to meet appropriate deadlines.

Nice To Haves

High school or equivalent education preferred.

Responsibilities

Practicing, supporting, and promoting San Manuel and AAA service standards.
Utilizing empowerment when handling guest opportunities and making critical guest related decisions.
Generating and analyzing daily/weekly detailed reports.
Maintaining room inventory.
Actively supporting all group functions including maintaining resumes, agenda and serving as a liaison between the meeting planner and the hotel.
Instructing new Team Members regarding company standards and procedures.
Welcoming all guests upon arrival.
Performing all check-in functions according to hotel policies and procedures, including but not limited to early check-ins, late check-ins, and walk-ins, and ensuring proper payment.
Performing all checkout functions according to hotel policies and procedures, including but not limited to accepting payment by check, charge, cash, and direct bill payments.
Accepting, sorting, and distributing all messages, small packages and mail for guests at Palms Place.
Producing, generating and distributing all required reports including but not limited to room reports, bucket checks and VIP reports.
Producing keys for guests in accordance with security procedures.
Posting charges to guests' accounts and performing other cashier functions, including but not limited to exchanging currency.
Responding to guests' special requests including but not limited to providing extra towels, cots, and newspapers, or directing the request to the appropriate department.
Inspecting all equipment and reporting any problems to appropriate personnel.
Following up to ensure that the problem is corrected.
Interacting with guests, co-workers and management in a courteous and professional manner.
Maintaining a clean and safe work environment.
Using analytical skills to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Interpreting and following instructions provided in written, oral, and diagrammatic or schedule form.
Performing other job duties as requested.