Guest Experience Specialist - Front Desk & PBX

Job Details

Job Location:

ROLLING HILLS CASINO - CORNING, CA 96021

Position Type:
Full Time

Salary Range: $16.90 - $16.90 Hourly

Job Shift: Any

Job Category:
Hotels

The Front Desk Clerk is dedicated to serving the guests of Rolling Hills Casino as the first point of contact in person or by phone as the PBX Operator. Provides friendly, courteous and professional service at all times.

• Demonstrates exceptional interpersonal and guest services skills
• Serves as the first point of contact to Hotel and RV guests. Greets registers and assigns rooms and spaces to guests.
• Provides an overview of guest services upon check-in.
• Issues room keys.
• Ensures accurate/adequate documentation/information to meet guest’s requests.
• Effectively resolves guest complaints with understanding and compassion.
• Monitors availability and maintains guest accounts. Posts charges to guest accounts such as food, liquor or telephone charges.
• Processes reservations in a timely manner to guarantee proper handling of all reservations. Makes special note of guest requests to guarantee guest satisfaction.
• Handles stressful situations and can make informed and efficient decisions
• Answers inquires pertaining to Rolling Hills Casino amenities, services, dining and entertainment
• Understands room types.
• Checks-in/checks-out guests in Visual One System
• Computes guest invoices, collects payments and accurately reconciles daily cash flow during shift in accordance with policies and procedures
• Understands all safety and emergency procedures. Follows accident prevention policies.
• Maintains effective and efficient communication relationships with various departments.
• Maintains the cleanliness and neatness of the front desk and surrounding back area.
• Available to work all shifts as required by business needs, including potential overtime.
• Answers incoming calls and transfers to appropriate departments.
• Performs a variety of clerical duties and projects.
• Occasionally asked to help the housekeeping department.
• General housekeeping.
• Knowledge of Rolling Hills Casino Resort promotions, menus and events.
• Other duties as assigned.

• Answers and routes all incoming calls on PBX telephone console including making reservations for Hotels, RV park and Stay & Play packages
• Makes emergency calls or other calls if needed.
• Recognizes/understands the meaning of all beeps, tones, rings, alarms and warning lights on PBX telephone console
• Ability to up-sell all Rolling Hills Casino Amenities (Golf, Hotel packages,Events, Equine. Center, etc.)
• Knowledge of promotions, menus and ALL events within the casino
• Effectively and efficiently use VIZ 1 to input all reservations
• Ability to multitask and answer multiple lines
• Friendly, courteous and professional service at all times

This job does not have supervisory responsibilities.

• Minimum 21 years of age

Demonstrate excellent interpersonal, problem solving, and customer service skills. Ability to deal effectively with people and to handle problems calmy and efficiently. Ability to work under team management approach and also to work efficiently without direct supervision. Ability to hear well and speak clearly. Must be willing to work any shift and weekends. The ability to speak a second language a plus.

Pleasant telephone voice and manner required. Reliability required. Must provide high quality customer service and hospitality in the execution of tasks and responsibilities by ensuring a consistent, professional, courteous, friendly efficient service.

High School Diploma or General Education Degree (GED), experience in customer service and knowledge of telephone equipment and its operation. Strong computer / keyboarding skills and aptitude desired.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑?.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.…