ROK-LD REP-GUEST SVC-FT U

Century Casinos Inc•Flintstone, MD

1d•Onsite

About The Position

Responsible for providing accurate, timely information to guests about hotel policies, services and amenities, ensuring optimum guest service and satisfaction.

Requirements

Must have excellent communication skills, be polite, and present a neat appearance at all times.
The ability to work with others as a team in an efficient manner.
The ability to apply common sense reasoning to variety of situations
Proven experience providing high level of guest service
The ability to add and subtract two-digit numbers and to multiply and divide
The ability to read, write, comprehend simple instructions, short correspondence, and memos in English
The availability to work all shifts.
The ability to work in a fast-paced environment and stressful situations.
Must be at least 18 years old to work on the gaming floor inside the casino.
Must be able to pass a background investigation and obtain and maintain all work cards as required by the company.
The ability to verify the right to work in the United States.

Nice To Haves

Previous hotel/motel experience preferred.

Responsibilities

Assist with training and developing department staff, as assigned
Provide direction to assigned staff and oversee projects assigned to staff
Act as a liaison, as necessary, between line staff and departmental leadership to ensure leadership is aware of any challenges with job performance, staffing levels, and/or job tasks
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Maintains a working knowledge of casino facilities, amenities, room types, as well as current and upcoming casino and local special events in order to advise guest of the same, whenever possible.
Posts charges to guest accounts and processes payment of accounts.
Prepares and distributes management reports to hotel administration and the Finance Department.
Audits all guest records, verifies credit card approval.
Receives inbound calls and makes outbound calls as directed.
Makes guest reservations in the property’s computer system.
Maintains a log of phone problems, and reports any situations which need attention to the appropriate department and/or individual.
Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
Ensures a maximum level of service and satisfaction is achieved and maintained.
Prepares shift cash report, balancing payments and disbursements with computer total, preparing the drop envelope for shift end, and balancing accounts.
Makes staffing and guest resolution decisions in absence of the Hotel Operations Supervisor or Manager. Steps in to assist Guest Services Representatives with difficult guests.
Provides the Hotel Operations Supervisor and Manager performance feedback on the Guest Services Representatives.
Directs the customer service assignments of the Bellman/Doorman and Valets in the absences of a Hotel Operations Supervisor
All other duties as assigned.