Guest Services Agent Part Time

Horseshoe Bay Resort • Las Vegas, NV

18h • Onsite

About The Position

This position is responsible for greeting customers, completing the registration process, handling payments, answering telephones, closing guest accounts, and resolving guest complaints. The role requires a self-starting personality with an even disposition, the ability to maintain a professional appearance and manner, and strong communication skills. The Guest Services Agent must be willing to assist coworkers and be a team player. A key aspect of the role is ensuring customer satisfaction by providing positive interactions and acting as a guest relations ambassador. Adherence to hotel standards for work procedures, dress, grooming, punctuality, and attendance is expected, as is a willingness to adapt to change and learn new skills. Safety and security of guests and associates are paramount, requiring adherence to hotel policies and procedures.

Requirements

• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Must be 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.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listening to and understanding requests, responding with appropriate action and providing 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. 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. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order 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.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed