Guest Services Agent (PBX Operator)

Casino and•East Saint Louis, IL

3d•Onsite

About The Position

The Guest Services Agent (PBX Operator) is responsible for providing excellent customer service to guests, managing reservations, and handling phone communications. This role is crucial in ensuring a smooth and welcoming experience for all guests, whether they are staying at the hotel or the RV park. The position requires a friendly demeanor, attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Requirements

High school diploma or equivalent required.
Must be able to work Weekends and Holidays.
Speech and Vision abilities are required.

Nice To Haves

Experience with hotel operating systems preferred.
Previous experience with computers is preferred.
Hotel Experience preferred.

Responsibilities

Participate regularly in departmental and company meetings.
Greet guests immediately with a friendly and sincere welcome.
Answer phones within 3 rings while following the company phone script.
Accurately take messages for guests and initiate actions as needed.
Accurately check guests in and out of the hotel and RV park by following company procedure standards.
Ensure proper ID and a form of payment is obtained during guest check-in.
Select a room in accordance with hotel availability and guests’ request.
Create and update guest reservations upon request based on hotel and RV park availability.
Ensure to complete daily reports, audit and checklists in a timely manner.
Conduct wake-up calls and schedule as needed.
Send and receive faxes.
Complete a daily bucket check.
Assist with guest service calls, requests, and complaints by directing them to Hotel leadership or other departments as needed.
Must be friendly and courteous at all times.
Able to satisfactorily complete assignable work tasks requested by the departmental leaders.
Must proactively prioritize needs and effectively manage resources.
Immediately report any safety hazards, problems, or maintenance issues to the appropriate party.
Ensure customer service standards are met and retained.
Be able to complete group check-ins and billing in a timely manner.