Guest Services Representative - Requisition

General Summary

The primary responsibility of the Guest Services Representative is to provide memorable experiences to our guests. They focus on building loyalty by ensuring the highest level of guest satisfaction in the delivery and execution of services provided to guests during their visit. They maintain high standards of courtesy, efficiency, and professionalism, and possess strong problem‑solving and resolution skills. Responsibilities include maintaining a cash bank, balancing cash transactions, comprehensive knowledge of all property offerings, room types, availability, comping structure, and rates;

managing cleanliness, supply levels, and safety; complying with service guarantees; selling rooms and promoting resort amenities; working independently; and communicating effectively.

All Team Members will display a Four Diamond commitment to guest service through the delivery and maintenance of the Quality Standards established by PRC.

• Comprehensive knowledge of Pechanga Resort Casino (PRC) property offerings, locations, amenities, hours of operation, services provided, packages, and rate plans.
• Respond to guest requests promptly, efficiently, and courteously during check‑in/check‑out and throughout their stay, providing Four Diamond Service.
• Maintain a cash bank by receiving and refunding cash on guest accounts. Complete shift closing accurately by obtaining appropriate approval signatures. Perform revenue drops or due backs from cash cage to maintain the assigned amount of the cash bank.
• Issue discretionary comps based off qualified play and comping limits.
• Create, update, and reprint club member accounts in the gaming system.
• Establish and maintain relationships with both external and internal guests of all levels.
• Perform standard check‑in/check‑out and complete billing within the Hotel system.
• Operate moderately complex computer systems (HMS, CMP, HOTSOS, etc.).
• Adhere to established yield management procedures with Casino Blocks, Direct Mail, Special Events, and promotions.
• Adhere to credit card PCI compliance policies and cash handling policies and procedures.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.
• Perform other duties as assigned.

This position has no supervisory responsibilities. The Team Member is responsible for protecting the assets of PRC.

A high school diploma or general education degree (GED); minimum of two (2) years’ experience in a Hotel/Casino environment; or an equivalent combination of education and experience to successfully perform this job.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of guests or Team Members of the organization.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; ability to apply concepts of basic algebra.

Ability to solve practical problems and work with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Must qualify to obtain and maintain a Class “A” gaming license.

• Excellent interpersonal and guest relations skills.
• Ability to read, understand, and evaluate casino play.
• Ability to work independently and use analytical skills to understand detailed guest reports.
• Maintain confidentiality of all player accounts.
• Efficiently operate moderately complex computer applications including but not limited to Hotel PMS, Bally’s CMP, Comp Calculator, Saflok, Hotsos, Sonifi, and all Microsoft Office applications including Word and Excel; ability to type 25 wpm.
• Ability to organize and prioritize work in order to meet deadlines.
• Ability to…