Guest Service Agent
About The Position
The Guest Service Agent performs front desk operations at Quinault Beach Resort & Casino, providing information, guest registration, check-in and check-out, and timely responses to guest requests. The role aims to provide each visitor with a positive and memorable hotel experience, make hotel event reservations courteously and promptly, and build rapport with routine VIPs and callers. The agent also serves as a source of property information, directing guests and vendors to appropriate departments, rooms, or individuals and following up on requests. The position requires excellent service to internal and external customers, professional and courteous interactions, accurate handling of guest transactions, and coordination with other departments. Duties include maintaining and balancing a cash bank, processing credit-card authorizations, updating computer records, handling reservations and safe-deposit boxes, assisting groups, and filling in for Bell, Valet, or Shuttle service when needed. The agent follows safety procedures, workplace policies, checklists, and timelines; maintains an organized work area and issued uniform; attends mandatory meetings; and performs other assigned duties, including cross-training. The position is based at QBRC in Ocean Shores, Washington, and requires working in a smoking environment.
Requirements
- High school diploma or equivalent, or current enrollment in GED classes.
- Previous cash-handling experience.
- Excellent communication skills and ability to communicate effectively with the public and other employees.
- Ability to deal professionally with difficult situations and people.
- Fluent in reading, writing, and speaking English.
- Ability to work well in a fast-paced, high-pressure environment.
- Demonstrated leadership and motivational skills.
- Proven hospitality skills.
- Computer skills.
- Ability to stand for long periods.
- Ability to do light lifting.
- Ability to work in a smoking environment.
Responsibilities
- Provide front desk service, information, guest registration, check-in, and check-out.
- Respond to guest needs and requests promptly and accurately, and provide courteous service that meets guest expectations.
- Create a positive and memorable hotel experience and establish rapport with routine VIPs and callers.
- Make hotel event and other reservations in a timely and courteous manner.
- Direct guests and vendors to appropriate departments, rooms, or individuals and follow up on requests.
- Provide excellent customer service to internal and external customers and develop solutions to customer concerns.
- Maintain effective working relationships with internal and external customers.
- Act professionally and courteously with guests and employees.
- Follow safety procedures, policies, procedures, checklists, and required timelines; report unsafe conditions immediately.
- Manage time effectively, meet deadlines, and meet or exceed productivity standards.
- Maintain the cash bank, balance paperwork, and balance the bank daily.
- Read the log book and communicate with the previous shift.
- Check group information daily and pre-check in when rooms are routed.
- Assist groups with faxing and photocopying when the catering department is unavailable.
- Run required reports promptly in case of emergency.
- Authorize credit cards and update information in the computer system as needed.
- Communicate with other departments to fulfill guest needs.
- Answer guest questions and provide information and assistance.
- Answer and transfer telephone calls professionally and courteously.
- Work a variety of hours and perform room transfers when necessary.
- Handle safe-deposit boxes.
- Fill in for Bell, Valet, or Shuttle service when necessary.
- Attend mandatory meetings and perform other duties assigned by the supervisor, including cross-training.
- Maintain a neat and organized work area and report to work well groomed, on time, and in the department-issued uniform.
- Adhere to QBRC Personnel Policies and Procedures, Title 97 Policy, and HR Standard Operating Procedures.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
