Guest Service Representative

Description

Essential Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times
• Greet guests, check in and out, pre-assign and assign rooms to guests, compute bills, collect payments, and make accurate changes
• Be knowledgeable about property events and promotions, answer inquiries pertaining to hotel services, shopping, dining and travel directions
• Remain highly visible and readily available for guests at all times
• Operate a multi-line PBX system in an efficient and timely manner, maintaining professional telephone etiquette
• Make and confirm room reservations, ensuring security of guest information within the system
• Take thorough and professional messages for guests, schedule wake up calls, dry cleaning service, post to guest folio and deliver to guest room
• Make courtesy calls to guest to ensure room satisfaction, resolving, logging and communicating guest complaints
• Provide solutions to problems for guests, team members and management. Use empowerment to exceed team member and guest expectations
• Maintain an operating bank, render bills and issue change; follow and maintain proper credit procedures for Ameristar guests
• Maintain comps and direct mail coupons and ensure billing profiles are accurate
• Complete shift checklist and submit to designated supervisor
• Maintain updated room availability and guest accounts, manually or by computer
• Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms
• Be willing to train and mentor new team members
• Complete hotel work orders and inform pertinent team members of the issue via written and verbal communication
• Work effectively with peers, staff members, and regulatory agency personnel, adjusting work priorities as necessary

• Understand and comply with the Eye, Hi, Goodbye program.
• Regular attendance is required.

Other Duties and Responsibilities

• Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.
• Practice safety standards at all times. Verbally reports all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
• Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment
• Take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheets (MSDS), and knowing when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
• Report equipment malfunctions promptly to the supervisor and maintenance order system
• Provide assistance to other team members to contribute to the smooth operation of the department and the hotel
• Maintain security of equipment, keys and supplies issued each day.
• Promote excellent guest service by practicing a courteous, tactful and patient manner with other team members, management, guests, vendors and other members of the general public. Always practice the 5/10 rule:

• When passing guests or associates within a 10 foot radius make eye contact
• When passing guests or associates within a 5 foot radius, acknowledge, and verbally greet such as  “Good Morning, Afternoon, Evening”

• Understand and comply with established appearance standards, professional behavior, the attendance policy and the Eye, Hi, Goodbye program
• Immediately report any suspicious activities by guest or others
• Perform other related duties as may be assigned by reporting senior

Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules in order to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends.  We are busiest during weekends and holidays, events and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times. 

Core Competencies

• Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations
• Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements).  Where uniforms are required, they must be clean and pressed at the beginning of each shift
• Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details
• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members
• Ability to maintain a calm demeanor during stressful situations

• Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise
• Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority
• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others and recognizing their concerns and feelings to build and maintain long-term associations based on trust
• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members
  • Ability to operate various types of equipment used in your department, for example computer skills (), copier/scanner/printer/fax machine, PBX station/multi-line telephone console, and key encoder machine

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.

While performing job duties the team member may occasionally be required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member will be regularly required to stand for prolonged periods, walk, climb or balance, and stoop, kneel, crouch, or crawl.  The team member may occasionally lift up to 35 pounds and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing job duties the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.

At a minimum, the selected candidate will be required to pass a drugs screening test.

Qualifications

Minimum Qualifications

• High school diploma or GED preferred
• Strong customer service talents
• Skill and ability to perform data entry and work with personal computers and various programs (e.g. database, Microsoft Office, LMS, Bally), cleaning equipment and sanitation systems
• Ability to stand for a minimum eight-hour shift
• Pass a background check and drug-screening test
• Excellent communication skills and the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form