Guest Services Agent

Horseshoe Bay Resort•Las Vegas, NV

13d•Onsite

About The Position

The Guest Services Agent is responsible for greeting customers, completing the registration process, handling payments, answering the telephone, managing guest accounts, and resolving guest complaints. This role requires a self-starting personality with an even disposition, the ability to maintain a professional appearance and manner, and strong communication skills. The agent must be willing to assist coworkers and be a team player. Proficiency in using a calculator for mathematical calculations and effectively dealing with customers, including those requiring patience and diplomacy, is essential. The ability to stand and move throughout the front office, access and input information using a computer system, observe emergency situations, and maintain effective working relationships is also required.

Requirements

Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Willing to “pitch-in” and help co-workers with their job duties and be a team player.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Comply with attendance rules and be available to work on a regular basis.

Responsibilities

Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
Understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote Crescent and brand marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys and non-verbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, and balance an assigned house bank.
Accept and record vouchers, travelers' checks, and other forms of payment.
Convert foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer, retrieve messages, and communicate the content to the guest.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction.
Negotiate compromise, which may include authorizing revenue allowances, in the event of guest dissatisfaction.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.