Guest Service Agent (Overnight Shift)
Overview
Conducts the business of the hotel\'s front office, including guest service, record keeping, telephone operations, guest transportation, reservations, and other related activities. Ensures overall property appearance and cleanliness are at optimal levels.
Responsibilities
- Responsible for all front desk operations including but not limited to, greeting guests, using proper phone etiquette and message handling procedures, taking room reservations, responding to inquiries, preparing confirmation letters, and responding to brochure, newspaper delivery, and special requests.
- Provides excellent guest service to Team Members and guests.
- Interprets hotel policies accurately and graciously to guest.
- Focuses on daily arrivals and departure process including registering guests, assigning rooms, and checking out of guest.
- Communicates with Bell Attendants and Housekeeping Team Members on everyday arrivals, departures, special requests, and updated room status reports.
- Monitors guest needs and responds to all guest requests.
- Provides an accurate accounting of guest bills.
- Understands and adheres to proper credit, cash handling policies and procedures.
- Maintains familiarity with room location, room type, rates, and packages.
- Stays abreast of daily activities and meetings taking place in the hotel and casino.
- Addresses guest questions and assists with guest concerns with objectivity and graciousness.
- Performs office tasks, including faxing, filing, copying, processing mail, stuffing brochures, posting, and filing all charges to guest master and city ledger accounts, and computer data entry.
- Maintains workstations and common areas, ensuring cleanliness, presentation, and readiness for guests.
- Promotes and uses suggestive selling techniques to sell all areas including hotel, spa, retail shops, restaurants, casino, and special events.
- Upholds a work environment that promotes teamwork, partnership, recognition, mutual respect, and collaboration while role modeling the company values, behaviors, and culture of One.Team.Chumash.
- Performs other duties as assigned.
Qualifications
- High School Diploma or GED Certificate.
- One year of experience in hotel front desk operations or related guest service experience.
- Experience in a luxury hotel environment preferred.
- Intermediate computer proficiency utilizing Microsoft applications, email, and internet.
- Willingness to work flexible schedules in a 24/7 work environment, including holidays, nights, and weekends.
- Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
- Native American hiring preference applies.
- Quality Orientation: Setting high standards regarding his/her work and working environment and acting; accordingly, developing quality standards, continuously evaluating performance, products, and procedures; actively seeking ways to improve quality.
- Attention to Detail: Taking responsibility for a thorough and detailed method of working.
- Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
- Sociability and Networking: Socializing effortlessly with other people; at ease when approaching others in social settings and professional relationships.
- Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
