Guest Service Agent PT

QUINAULT BEACH RESORT AND CASINO•Hogans Corner, WA

1d•Onsite

About The Position

The Guest Service Agent (GSR) performs Front Desk Operations, providing service to all guests requiring information, registration, and check-out. The GSR ensures timely and accurate responses to guest needs, aiming to provide a positive and memorable hotel experience for every visitor to Quinault Beach Resort & Casino. This role also involves making hotel event reservations, establishing rapport with routine VIPs and callers, and acting as a property information specialist to direct guests and vendors to appropriate departments, rooms, or individuals for requests and follow-up.

Requirements

High School diploma or equivalent, or currently enrolled in GED Classes.
Previous cash handling experience.
Excellent communication skills.
Professionally deal with difficult situations and people.
Read, write and speak English fluently.
Must work well in fast paced and high-pressured environment.
Demonstrate leadership and motivational skills.
Proven hospitality skills.
Ability to communicate effectively with the public and other employees.
Computer skills.

Responsibilities

Provide excellent customer service for all internal and external customers of the Casino operations at all times and in all activities.
Establish and maintain effective working relationships with all internal and external customers of the Quinault Beach Resort and Casino operations.
Develop solutions for customer concerns and continual focus on customer service as our top priority.
Approach all encounters with guests and employees in a friendly, service-oriented manner.
Check guest in and out accurately.
Always act professionally and courteously to guest and employees.
Follow all safety procedures.
Follow all appropriate policies and procedures.
Ensure prompt and courteous service to guests to meet all guest expectations.
Effectively manage time and meet deadlines as required.
Meet or exceed productivity standards.
Maintain cash bank and balance paperwork and bank daily.
Read log book and communicate with previous shift.
Follow checklist for required duties and timelines.
Check group information daily and pre check-in when rooms are routed.
Assist groups with faxing and photocopying needs when catering dept. not available.
Run all required reports in a timely manner in case of emergency.
Authorize credit cards.
Update information in the computer system as needed (i.e., post changes).
Communicate with other departments to fulfill guest needs.
Answer guest questions and offer information and assistance.
Answer telephone and transfer calls in a professional and courteous manner.
Work a variety of hours.
Perform room transfers when necessary.
Handle safe deposit boxes.
Be able to make reservations.
Fill in Bell/Valet/Shuttle when necessary.
Attend all mandatory meetings.
Perform all other duties as assigned by supervisor to include cross training.
Report all unsafe conditions immediately.
Maintain a neat and organized work area.
Report to work well groomed, on time and in department issued uniform.
Adhere to all QBRC Personnel Policies and Procedures, Title 97 Policy, and HR Standard Operating Procedures.