Guest Service Rep--Silver Legacy; Reno

Guest Service Rep-Full Time-Silver Legacy (Reno) Job Summary

Responsible for assisting guests with all aspects of hotel billing, billing requests, general information, and running all required reports. Also responsible for answering front desk incoming, administrative calls, and guest lines.

• Runs referral/denial reports, leaves messages at appropriate rooms
• Distributes a list of the rooms with outstanding balances to the Manager on Duty (MOD)
• Answers incoming calls within three rings and performs callbacks
• Responsible for Non-Zero reports
• Applies guest charges or comps to reservations and follows up with hosts to ensure guest services
• Responsible for mail and fax distribution to the department
• Responsible for the completion of all applicable credit card authorizations
• Adheres to Payment Card Industry Data Security Standards (PCI Compliance)
• Handles all billing disputes for the guest, businesses, account tracking, posting credit cards and credit card refunds
• Works with sales and group sales to make sure all billing inquiries are handled
• Acts as a role model to other team members and always presents oneself as a credit to THE ROW and encourages others to do the same
• Exemplifies our core values, family‑style service, our mission and vision
• Exemplifies our DEI (diversity, equity, inclusion) culture
• Performs other job‑related duties as assigned

• Excellent communication skills with the ability to read, write and communicate verbally in English
• Ability to perform above‑average mathematical skills; type 35 wpm; PC skills, including Word and Excel
• Ability to understand and comply with all company and departmental rules, regulations, policies and procedures
• Ability to establish and maintain effective working relationships with staff and guests.

• Work is performed in an office environment
• Work may be performed in areas that may be unusually hot, cold, noisy, smoky, dimly lit or brightly illuminated
• Contact with staff and guests is necessary
• Position requires Team Member to enter and exit from the Team Member entrance which entails 4 flights of stairs (40 steps)
• Ability to move freely and easily
• Requires constant sitting and standing
• Communication via use of telephone
• Frequent use of office equipment, such as computer, fax, calculator and multi‑line phone system
• Reaching up to 24 inches
• Ability to distinguish letters, numbers and symbols
• Hand/eye coordination and normal vision range with absence of color blindness

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS
:
Employee is required to meet and deliver our core values, service standards, and family‑style service.

PERFORMANCE REQUIREMENTS
:
Must have the ability to provide internal/external guests with service excellence, have excellent communication skills and observation skills, and have an easy‑going demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre‑employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre‑employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre‑employment screening may occur post‑offer.

The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression,…