Guest Service Representative-FT

APACHE CASINO HOTEL • Lawton, OK

6d • Onsite

About The Position

The Guest Service Representative is responsible for portraying a positive attitude and representing the core values of Apache Casino Hotel by providing exceptional service. This role involves greeting guests, managing check-ins and check-outs, assigning rooms, computing bills, collecting payments, and making accurate changes. The representative will also be knowledgeable about property events and promotions, answer guest inquiries, operate a multi-line PBX system, make and confirm room reservations, take messages, schedule wake-up calls, and handle guest complaints. They will use empowerment to exceed guest expectations, maintain an operating bank, follow credit procedures, manage comps and coupons, complete shift checklists, and communicate with Housekeeping about VIP arrivals and room status. Additionally, they will train and mentor new team members, complete hotel work orders, and work effectively with peers and management. The role also requires maintaining confidentiality, practicing safety standards, reporting safety issues, following universal precautions, and keeping the work area safe. They will also maintain security of equipment, keys, and supplies, and promote excellent guest service through courteous and patient interactions. Compliance with appearance standards, professional behavior, attendance policy, and the Eye, Hi, Goodbye program is essential. The position requires regular attendance and may involve varying schedules, including weekends, holidays, and on-call duties, due to the nature of the hospitality/casino industry.

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

• 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.

What This Job Offers

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