Guest Service Agent

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Regular Full-Time Team Member Rochester, WA, US

Management reserves the right to change the essential duties of this position description from time to time as necessary

POSITION OVERVIEW:

In conjunction with the other members of the hotel operations team, Guest Service Agents provide hospitality in a friendly manner in accordance with the Lucky Eagle Casino & Hotel Soaring Service Standards. Greets and assists each guest in a friendly and courteous manner when registering them and checking them out, as well as providing information and directions to guests regarding all services available on property.

Takes ownership of guest challenges and resolves guest issues using service recovery tools. Cross trains in call center, answering LEC&H phones, directing calls, making reservations and answering general questions. Ensuring guests are transferred to the appropriate team member or department.

This position ensures the confidentiality, security and accuracy of guest’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is always essential.

SUPERVISORY RESPONSIBILITY:

This position does not have any supervisory responsibilities.

ESSENTIAL FUNCTIONS:

The essential function of the Guest Service Agent includes but not limited to:

• Ensures that all guests are greeted and offered friendly and professional service in a timely fashion.
• Performs registering guests into the hotel and assigning appropriate room.
• Provide a detailed explanation of all hotel facilities and amenities.
• Communicates check-in and check-out status to the housekeeping department prior to their shift starting to include special requests.
• Pre-assign rooms for special requests.
• Maintains organized, accurate reservation system for individual and group room bookings.
• Answer telephones promptly and courteously. Route calls appropriately.
• Serves as a first point of contact for internal and external guests. Greets all phonecontactswithapleasantandhelpfuldemeanorasthe“voice”ofthe
  
  Lucky Eagle Casino & Hotel.
• Answers and directs incoming calls to appropriate individuals and/or departments,greetinganddirectingguestsandperformingotherclericalduties. Operates phone console equipment and overhead paging systems
• Readallinformationpostedonthefrontdeskbulletinboardandmemorandumbinder.
• Obtainsformofpaymentforallregisteredguests.
  
  Performcreditcheckthroughbucket list throughout shift to ensure payments.
• Enthusiastically sell property. Offer information on Cedar Cafe, pool and guest rooms/suites,banquet/meeting space,gaming floor,casinoeventsandrestaurants.
• Promote,explainthebenefits,andenrollguestsin
  
  Lucky Star Rewards (LSR) membership.
• AcknowledgecurrentLSRmembersandrecruitnewmembers
• Remainuptodateoncasinopromotions,events,LSRbenefitsapplicabletothevarious levels of membership card, in order to provide exemplary guest service.
• Assist guests with casino event/promotion participation.
• Ensuressecurityofallconfidentialguestinformation
• Filefoliosandcompletedailypaperwork.
  
  Setwake-upcalls.
• Communicateswithsalesdepartmenttoensureproperhandlingofgroupbookings.
• Answerphoneswithasmileandprofessionalgreeting,directing callstoappropriate team member or department.
• Make reservations.
• UpdateLSRtrackingsystemtoensureaddresses,photoIDandcontactinformationis up to date.
• ChecksoutbankfollowingLEC&Hcashhandlin…