Guest Service Representative-FT

Fort Sill Apache Companies•Lawton, OK

6d•Onsite

About The Position

The Guest Service Representative is responsible for portraying a positive attitude, understanding and representing the core values of Apache Casino Hotel, and providing exceptional service. This role involves greeting guests, managing check-ins and check-outs, pre-assigning and assigning rooms, computing bills, collecting payments, and making accurate changes. The representative will also be knowledgeable about property events and promotions, answer inquiries about hotel services, shopping, dining, and travel directions, and remain highly visible and available to guests. Additionally, they will operate a multi-line PBX system, make and confirm room reservations, take messages, schedule wake-up calls, handle dry cleaning services, make courtesy calls to ensure guest satisfaction, and resolve, log, and communicate guest complaints. Problem-solving for guests, team members, and management is a key aspect, utilizing empowerment to exceed expectations. Maintaining an operating bank, rendering bills, issuing change, and following credit procedures are also required. The role includes maintaining comps and direct mail coupons, ensuring accurate billing profiles, completing shift checklists, and maintaining updated room availability and guest accounts. Communication with Housekeeping regarding VIP arrivals and expediting vacant clean rooms is essential. The position also involves training and mentoring new team members and completing hotel work orders, informing pertinent team members of issues. Effective collaboration with peers, staff, and regulatory agency personnel, adjusting work priorities as necessary, and complying with the Eye, Hi, Goodbye program are expected. Regular attendance is required. Other responsibilities include maintaining confidentiality of business and financial matters, practicing safety standards, reporting safety issues immediately, following universal precautions and blood borne pathogen procedures, and taking responsibility for a safe work area by understanding hazard information and warning others. Adherence to safety regulations when handling chemicals and prompt reporting of equipment malfunctions are necessary. Assistance to other team members is expected to ensure smooth department and hotel operation. Security of equipment, keys, and supplies is crucial. Promoting excellent guest service through courteous, tactful, and patient interactions with others is a priority, along with practicing the 5/10 rule for guest interaction. Compliance with appearance standards, professional behavior, attendance policy, and the Eye, Hi, Goodbye program is mandatory. Immediate reporting of suspicious activities is required. Other related duties may be assigned. Due to the nature of the hospitality/casino industry, team members may be required to work varying schedules, including days, evenings, graveyards, holidays, and weekends, to meet business needs.

Requirements

High school diploma or GED preferred
Strong customer service talents
Skill and ability to perform data entry and work with personal computers and various programs (e.g. database, Microsoft Office, LMS, Bally), cleaning equipment and sanitation systems
Ability to stand for a minimum eight-hour shift
Pass a background check and drug-screening test
Excellent communication skills and the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Responsibilities

Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times
Greet guests, check in and out, pre-assign and assign rooms to guests, compute bills, collect payments, and make accurate changes
Be knowledgeable about property events and promotions, answer inquiries pertaining to hotel services, shopping, dining and travel directions
Remain highly visible and readily available for guests at all times
Operate a multi-line PBX system in an efficient and timely manner, maintaining professional telephone etiquette
Make and confirm room reservations, ensuring security of guest information within the system
Take thorough and professional messages for guests, schedule wake up calls, dry cleaning service, post to guest folio and deliver to guest room
Make courtesy calls to guest to ensure room satisfaction, resolving, logging and communicating guest complaints
Provide solutions to problems for guests, team members and management. Use empowerment to exceed team member and guest expectations
Maintain an operating bank, render bills and issue change; follow and maintain proper credit procedures for Ameristar guests
Maintain comps and direct mail coupons and ensure billing profiles are accurate
Complete shift checklist and submit to designated supervisor
Maintain updated room availability and guest accounts, manually or by computer
Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms
Be willing to train and mentor new team members
Complete hotel work orders and inform pertinent team members of the issue via written and verbal communication
Work effectively with peers, staff members, and regulatory agency personnel, adjusting work priorities as necessary
Understand and comply with the Eye, Hi, Goodbye program.
Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.
Practice safety standards at all times. Verbally reports all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment
Take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheets (MSDS), and knowing when and how to warn others about hazards.
Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
Report equipment malfunctions promptly to the supervisor and maintenance order system
Provide assistance to other team members to contribute to the smooth operation of the department and the hotel
Maintain security of equipment, keys and supplies issued each day.
Promote excellent guest service by practicing a courteous, tactful and patient manner with other team members, management, guests, vendors and other members of the general public.
Always practice the 5/10 rule: When passing guests or associates within a 10 foot radius make eye contact When passing guests or associates within a 5 foot radius, acknowledge, and verbally greet such as “Good Morning, Afternoon, Evening”
Understand and comply with established appearance standards, professional behavior, the attendance policy and the Eye, Hi, Goodbye program
Immediately report any suspicious activities by guest or others
Perform other related duties as may be assigned by reporting senior
Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Where uniforms are required, they must be clean and pressed at the beginning of each shift
Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details
Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members
Ability to maintain a calm demeanor during stressful situations
Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise
Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority
Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others and recognizing their concerns and feelings to build and maintain long-term associations based on trust
Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members
Ability to operate various types of equipment used in your department, for example computer skills (), copier/scanner/printer/fax machine, PBX station/multi-line telephone console, and key encoder machine