Guest Services Supervisor

Horseshoe Bay Resort • Las Vegas, NV

32d

About The Position

ESSENTIAL JOB FUNCTIONS:

1. Greet customers immediately with a friendly and sincere welcome. Use a
positive and clear speaking voice, listen to and understand requests, respond
with appropriate action and provide accurate information such as outlet hours
and local attractions.

2. 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.

3. 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.

4. 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.

5. Close guest accounts at time of check out and ascertain satisfaction. In the
event of dissatisfaction, negotiate compromise, which may include authorizing
revenue allowances.

6. 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.

7. Comply with attendance rules and be available to work on a regular basis.

8. Perform any other job related duties as assigned.

9. Oversee and manage guest rebate requests in accordance with company policies
and procedures. Ensure timely, accurate, and professional handling of all rebate
transactions, including verifying eligibility, processing submissions, and
resolving discrepancies. Collaborate with internal departments to maintain
accurate records and improve efficiency in the rebate process, while maintaining
a high level of guest satisfaction.

10. Act as the Front Desk Manager in their absence, assuming full responsibility
for front desk operations, staff supervision, guest issue resolution, and
decision-making to ensure smooth and efficient service delivery.

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.
• Complete the registration process by inputting and retrieving information from a computer system
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Promptly answer the telephone using positive and clear communication.
• Close guest accounts at time of check out and ascertain satisfaction.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.
• Oversee and manage guest rebate requests in accordance with company policies and procedures.
• Act as the Front Desk Manager in their absence

What This Job Offers

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