Guest Service Agent - Full-Time

Lucky Eagle Casino • Rochester, WA

6h • Onsite

About The Position

In conjunction with the other members of the hotel operations team, Guest Service Agents provide hospitality in a friendly manner in accordance with the Lucky Eagle Casino & Hotel Soaring Service Standards. They greet and assist each guest in a friendly and courteous manner when registering them and checking them out, as well as providing information and directions regarding all services available on property. Guest Service Agents take ownership of guest challenges and resolve guest issues using service recovery tools. They cross train in the call center, answering LEC&H phones, directing calls, making reservations, and answering general questions, ensuring guests are transferred to the appropriate team member or department. This position ensures the confidentiality, security, and accuracy of guest’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required, and outstanding guest service to fellow team members, guests, and vendors is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines. A neat, well-groomed professional appearance is always essential.

Requirements

• A High School Diploma or GED is required for this position.
• A minimum of six (6) months customer service experience required.
• Strong verbal and written communication skills.
• An understanding of proper business etiquette.
• Completed at least intermediate coursework in Microsoft Word, Excel, Outlook and PowerPoint with a satisfactory rating, or possess the equivalent knowledge through work experience.
• Must be available any shift and any day including weekends and holidays.
• Ability to obtain and retain a Washington State Class III Gaming License.
• Successfully pass a pre-employment drug screen.
• Ability to work well as part of a team or individually.

Nice To Haves

• Hospitality and/or Hotel experience preferred.
• Cashier/bank drawer experience preferred.

Responsibilities

• Ensures that all guests are greeted and offered friendly and professional service in a timely fashion.
• Performs registering guests into the hotel and assigning appropriate room.
• Provide a detailed explanation of all hotel facilities and amenities.
• Communicates check-in and check-out status to the housekeeping department prior to their shift starting to include special requests.
• Pre-assign rooms for special requests.
• Maintains organized, accurate reservation system for individual and group room bookings.
• Performs cashiering duties.
• Answer telephones promptly and courteously. Route calls appropriately.
• Serves as a first point of contact for internal and external guests. Greets all phone contacts with a pleasant and helpful demeanor as the “voice” of the Lucky Eagle Casino & Hotel.
• Answers and directs incoming calls to appropriate individuals and/or departments, greeting and directing guests and performing other clerical duties. Operates phone console equipment and overhead paging systems.
• Read all information posted on the front desk bulletin board and memorandum binder.
• Obtains form of payment for all registered guests. Perform credit check through bucket list throughout shift to ensure payments.
• Enthusiastically sell property. Offer information on Cedar Cafe, pool and guest rooms/suites, banquet/meeting space, gaming floor, casino events and restaurants.
• Promote, explain the benefits, and enroll guests in Lucky Star Rewards (LSR) membership.
• Acknowledge current LSR members and recruit new members.
• Remain up to date on casino promotions, events, LSR benefits applicable to the various levels of membership card, in order to provide exemplary guest service.
• Assist guests with casino event/promotion participation.
• Ensures security of all confidential guest information.
• File folios and complete daily paperwork. Set wake-up calls.
• Communicates with sales department to ensure proper handling of group bookings.
• Answer phones with a smile and professional greeting, directing calls to appropriate team member or department.
• Make reservations.
• Update LSR tracking system to ensure addresses, photo ID and contact information is up to date.
• Checks out bank following LEC&H cash handling policies, performs cash handling duties.
• Utilizes chemicals and supplies to clean and sanitize workstations and lobby areas as needed or directed by Hotel Leadership.
• Complies with all policies and procedures set forth by Hotel Supervisor(s) and Hotel Management team.
• Participates in the resolution of disputes and notifies the supervisor when necessary.
• Exemplifies the company Mission, Vision, Values, and Soaring Service practices.
• Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies and procedures.
• Perform other duties assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees