Guest Service Representative-FT

Fort Sill Apache Companies • Lawton, OK

4d • Onsite

About The Position

The Guest Service Representative is responsible for providing exceptional service to guests, managing check-ins and check-outs, handling reservations, processing payments, and addressing guest inquiries and issues. This role requires a positive attitude, strong communication skills, and the ability to work effectively in a fast-paced environment. The representative will operate various hotel systems, maintain guest satisfaction, and contribute to the smooth operation of the department and the hotel.

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).
• 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.
• 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.
• 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.

Nice To Haves

• Cleaning equipment and sanitation systems.

Responsibilities

• 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, and answer inquiries pertaining to hotel services, shopping, dining, and travel directions.
• 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, handle dry cleaning service, post to guest folio, and deliver to guest room.
• Make courtesy calls to guests to ensure room satisfaction, resolving, logging, and communicating guest complaints.
• Provide solutions to problems for guests, team members, and management, using empowerment to exceed expectations.
• Maintain an operating bank, render bills, and issue change; follow and maintain proper credit procedures.
• 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 reporting all safety issues to hotel maintenance immediately and issuing work orders.
• Follow all universal precautions, bloodborne pathogen procedures, and Personal Protective Equipment guidelines.
• Take responsibility for keeping a safe work area by knowing where to get information, how to read product labels and Material Safety Data Sheets (MSDS), and 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.
• 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.

Benefits

• Team members may be required to work varying schedules in order to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends.
• There is a reasonable expectation you will be scheduled on duty and/or “on-call” during busy times such as weekends and holidays, events and peak seasons.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED