What are the responsibilities and job description for the Guest Service Representative position at Harlow's Casino Resort & Spa?
Accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension. Collects guests player club information and using same while making Marketing room reservations. Uses the player CMP system to assist the hotel guests at check-in and check-out.
- Greets, registers, and assigns rooms to hotel guests.
- Verifies guest identification and establishes how the guest will pay for the accommodations.
- Issues room keys and relays instructions to bellhops.
- Keeps records of room availability and guests’ accounts on computer.
- Computes bills and collects payments.
- Makes and confirms reservations.
- Uses player CMP system to make Marketing offer reservations.
- Answers PBX calls and routes calls to proper extension.
- Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
- Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
- Contacts housekeeping or maintenance staff when guests report problems.
- Performs simple bookkeeping activities, such as balancing cash accounts.
Must be 21 years of age or older and able to obtain a Mississippi Gaming License.
Experience
Preferred- Experience in money handling, customer service or prior front desk experience
Education
Required- High School or better
Behaviors
Preferred- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Loyal: Shows firm and constant support to a cause
- Dedicated: Devoted to a task or purpose with loyalty or integrity
- Team Player: Works well as a member of a group
Motivations
Preferred- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Self-Starter: Inspired to perform without outside help
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business