Guest Service Agent

Job Responsibilities

The Guest Services Agent at Resort World New York City must assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction and the ultimate success of the Hotel. The agent’s demeanor must reflect the highest standards of professionalism and a consistently positive attitude, knowledge of all facets of the operation and attention to detail are required.

• Maintain standards of 5‑star service.
• Maintain knowledge of hotel occupancy status, special events, in‑house groups and other situations affecting the reception desk’s daily operation.
• Book guest accommodations, rooms, shows or restaurant reservations in accordance with current procedures.
• Communicate with guest relations, handle complaints and angry guests.
• Present messages or packages and keys, offer bell‑attendant assistance.
• Explain hotel services if bell assistance is declined or not available.
• Follow‑up calls to the guest’s room to ensure satisfaction.
• Check guests in and out of the hotel.
• Offer a sincere greeting before the guest reaches the desk and ascertains the satisfaction of the guest’s stay.
• Aid in arranging transportation and ensure that the guest is happy and departs satisfied.
• Thank the guest for staying with us and offer an expression of a return visit.
• Thoroughly understand and adhere to proper credit, check‑cashing and cash‑handling policies and procedures; handle assigned bank properly and perform account postings.
• Perform other tasks as assigned.

• Demonstrate consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive.
• Maintain a working knowledge of the marketplace; actively and collaboratively assist in building the best practices necessary for the Company’s success.
• Show understanding of the impact actions and decisions have on the Company both financially and on guest relations.
• Exhibit courage and initiative to present new ideas and perspective to create positive results.
• Show respectful consideration of viewpoints, situations and others.
• Put the guest at the forefront of every decision.

• Must be 21 years or older.
• High school diploma, GED, or relevant experience.
• Prior experience in guest service preferred.
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.

• Good communication skills.
• Attention to detail and organizational skills.
• Guest‑service oriented.
• Ability to function in a noisy, hectic and crowded environment.
• Ability to handle numerous duties simultaneously.
• Flexible to work schedules.
• Will work as a team member.
• Comfortable interacting and engaging in conversation.
• Ability to do multiple tasks.
• Patience.
• Can adapt under stress and remain flexible.
• Utilize good common sense.

Requirements include regular talking or hearing, standing, walking, sitting, using hands to manipulate objects, occasional reaching with hands and arms, and occasional kneeling or crawling. Specific vision requirements include close and distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Essential responsibilities include moderate physical ability such as lifting or maneuvering at least twenty (20) pounds and prolonged sitting during the shift.

• Ability to read, analyze and interpret documents such as policy and procedure manuals.
• Ability to respond to common inquiries from other team members or guests.
• Fluency in English required.
• Ability to write detailed instructions and correspondence.
• Ability to effectively present information in one‑on‑one and small group situations.

• Ability to compute complex mathematical calculations.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Ability to decipher various reports and maintain reports upon request with strong decision‑making and problem‑solving skills.
• Ability to work well under pressure and…