Guest Service Agent - Front Desk

About the Organization Ellis Island Casino, Hotel & Brewery, our 16 Village Pub locations, Mt Charleston Lodge, and our sister companies, Marker Trax and KOIN, are committed to providing the best goods and services to our guests and clients.

Our casino and food and beverage locations are home to some of Las Vegas's most recognized food, beverages, hospitality, and entertainment! Not only do we serve the highest quality food, but we've been voted the #1 Best Microbrewery of Las Vegas and have the #1 Best Karaoke of Las Vegas.

Marker Trax is a patented casino advance line system that provides technology solutions to casinos to make the gaming experience more convenient and accessible to players.

KOIN offers a full-service financial wallet and integrated payment solution, and aims to provide a convenient, secure and flexible payment solution for both consumers and businesses.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Location Ellis Island Hotel
- Koval Lane Hospitality

Status: Non-Exempt

Reports To:
Hotel Management

As a Hospitality Ambassador at Ellis Island Hotel, you will play a vital role in fostering a positive, engaging, and personalized experience for our valued guests. You will be the face of the Hotel, and often the first and last impression the guests will have of Ellis Island. Your goal is to enhance guest satisfaction by providing memorable and personalized guest experience, while ensuring a seamless and enjoyable stay.

Responsible for performing all services necessary for hotel registrations, including greeting guests upon arrival, performing, and tracking assignments of room checkouts, and ensuring receipt of payment.

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• Paid time off
• Voluntary life insurance
• Eligibility to participate in a 401(k)-retirement plan with company match (after 6 months of successful employment)

• Greet guests warmly and provide a welcoming first impression, using a positive, clear speaking voice.
• Manage check-in and check-out processes efficiently and accurately.
• Complete the registration process by accurately verifying, inputting, and retrieving the guest's information without difficulty, confirming pertinent information, including room type, number of nights, names, and number of additional guests, room rates, etc.
• Recommend suitable room location, assign rooms, and issue electronic room keys.
• Answer all incoming calls for reservations, in-room and in-house calls with warmth and professionalism.
• Conduct pre-arrival guest calls to personalize the experience, anticipate guest needs, and ensure a memorable and welcoming stay.
• Provide information on hotel amenities, room types, rates, promotions, events, etc.
• Book reservations, handle cancellations, and room assignments
• Reply to guest emails promptly and professionally.
• Properly enter reservations from Hub Spot emails.
• Reply to All online reviews using established protocols.
• Be able to converse in a friendly and professional manner, either via phone, text, or email, in an effort to familiarize yourself with the guest's wants and needs prior to arrival.
• Listen intently and respond to guest inquiries, requests, and complaints in a timely and professional manner, with appropriate action and accurate information.
• Provide recommendations for local attractions, dining, and experiences.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction, which includes room set-ups such as decorations, amenities, arrangements, etc.
• Personalize guest experiences to enhance satisfaction and create memorable stays.
• Ensure all arrangements are executed accurately and on time.
• Maintain accurate records using the hotel's property management system.
• Process payments, verify billing details, and handle cash/credit transactions.
• Uphold hotel standards, policies, and confidentiality of guest information.
• Upsell room upgrades, packages, add on's and hotel services when appropriate.
• Adheres to all regulatory, company, and department policies and procedures.
• Verify credit cards for…