Guest Service Representative

Arizona Charlie’s Decatur and Boulder•Decatur, IL

About The Position

As a Guest Service Representative, you are the welcoming face of the organization and help create positive, lasting impressions for guests. You efficiently manage check-ins and front desk transactions, including collecting payments accurately and professionally. Attentiveness and a friendly demeanor support smooth operations and high guest satisfaction. The role also includes assigning rooms, processing check-outs and account postings, managing an assigned cash bank, responding to guest requests and complaints, and supporting other departments with guest-related needs. The position requires providing timely, courteous service to guests and team members while following company procedures, applicable gaming laws and internal controls, Title 31, and federal regulations when applicable. The work is performed indoors in conditions that may include smoke, noise, flashing lights, temperature variations, slippery surfaces, and exposure to dust, fumes, or gases. The employee must be able to perform the essential functions with or without reasonable accommodation.

Requirements

At least 18 years of age.
Ability to effectively communicate in English, both written and verbal.
Obtain and maintain all work cards as required by the company.
Verify right to work in the United States.
Ability to follow instructions and complete tasks accurately in a fast-paced environment.
Strong communication skills and willingness to work as part of a team.
Ability to access and input information using a moderately complex computer system.
Committed to fostering a respectful, inclusive, and safety-conscious work environment.
Ability to perform the essential functions of the position with or without reasonable accommodation.

Nice To Haves

Six months of experience in a similar role or with relevant transferable skills.
Strong guest service abilities and a proven track record of delivering exceptional service.
High school diploma or equivalent.
10-key touch proficiency.

Responsibilities

Provide timely and courteous guest service consistent with the company’s guest service culture.
Assign guest rooms in accordance with current policies and procedures.
Process guest check-outs and handle account postings accurately and efficiently.
Manage cash flow in the assigned bank, including performing accurate financial transactions.
Handle special guest requests and resolve complaints to ensure guest satisfaction.
Maintain up-to-date knowledge of hotel occupancy, in-house groups, and special events to support front desk operations.
Assist other departments with guest-related needs to ensure seamless service.
Comply with applicable gaming laws, company internal controls, policies and procedures, Title 31, and federal regulations when applicable.
Provide outstanding, timely guest service to guests and fellow team members in keeping with company standards.
Perform other duties as assigned.