Guest Service Agent

Little River Casino Resort•Eastlake, MI

About The Position

SUMMARY: Responsible for working all shifts relating to the guest service aspect of the hotel including greeting guests, operating point of sale, telephone, and property management systems, and accommodating guest requests and needs in all areas (Hotel, RV Park, and Gift Shop). Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

Requirements

High school diploma or GED
1 year’s guest service experience, including cash and credit card handling
At least 18 years of age
Basic computer skills with experience in word processing, databases, and spreadsheets
Basic organizational, written, and verbal communication skills
Basic professional telephone etiquette
Basic problem solving skills
Accurate and detail-oriented
Maintain high confidentiality
Independently manage multiple tasks in a professional manner
Ability to work independently with minimal supervision
Ability to work cooperatively with all departments
Ability to manage extensive amounts of paperwork
Ability to operate most office equipment (computer, fax, copier, etc)
Accountable - Accept responsibility and account for actions
Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests
Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors
Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner
Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information
Detail Oriented – Ability to pay attention to the minute details of a given project or task
Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values
Empathetic – Appreciates and sensitive to the feelings of others
Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards
Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors
Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data
Organized – Possesses the trait of being organized and follows a systematic method of performing a task
PC skills - Demonstrates proficiency in PC hardware, software and applications as required
Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems
Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests
Reliable – Is dependable and trustworthy
Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors

Nice To Haves

Experience working with a Tribally run casino and/or resort preferred
A documented and verifiable combination of education and experience may be substituted for degree requirements.

Responsibilities

Registers guests and assign rooms or sites efficiently with minimum delay to the guest.
Assists with inventory counts monthly.
Uses PBX switchboard to connect incoming and outgoing calls.
Stays upheld of hotel occupancy, special events, and other situations affecting the hotel occupancy.
Operates computer point of sale system (POS) and property management system and provides accurate accounting according to policies and procedures.
Opens/closes outlets as directed.
Uses suggestive selling techniques with guests.
Performs general upkeep to designated areas, which may include dusting, vacuuming, sweeping, and minor ground duties for the RV Park.
Assists in pre-registration and blocking of rooms for groups.
Performs night audit functions, including but not limited to, posting room charges, balancing, and transmitting credit cards, monitoring proper rates, posting comps properly, and preparing proper reports for accounting.
Maintains knowledge of rooms/site locations, types of rooms/sites, and room/site rates.
Maintains selling techniques to sell rooms/sites and promote other services.
Coordinates room status updates with the hotel housekeeping department.
Assists in stocking supplies, merchandise and keep all areas tidy and neat.
Assists and maintain appropriate inventory levels of merchandise.
Stock shelves and office supplies as needed.
Provides professional and courteous service to all guests, both internal and external.
Resolve any discrepancies and assist in handling guest complaints.
Acquaint guests with the hotel/campground features, rules, and services.
Maintains daily communication shift logs.
Maintains a proper bank, provides accurate handling of monies, and prepares accurate remits.
Basic maintenance of public restrooms, showers, and the laundry area by stocking supplies, cleaning, and disinfecting in the RV Park clubhouse during houseperson duties.
Maintains working knowledge of all Little River Casino Resort operations, programs, events, promotions, and services.
Provides paging service for guests.
Occasionally may be required to assist with housekeeping duties such as laundry, room cleaning, and houseperson duties.
Must satisfactorily complete all training assigned by the Resort.
Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Hotel department.
Other duties as assigned.