Job Details

Job Summary:

The Guest Service Agent oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy. All functions will be performed within the guidelines of the Saracen Casino Resort policies and procedures, Internal Control Standards and objectives.

Essential Functions And Responsibilities

• Greet, register, and assign rooms to guests of hotel.
• Compute bills, collect payments, and make change for guests.
• Issue room keys and escort instructions to bell captains.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Review accounts and charges with guests during the check out process.
• Keep records of room availability and guests' accounts, manually or using computers.
• Contact housekeeping or maintenance staff when guests report problems.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Answer inquiries pertaining to hotel services, registration of guest.
• Record guest comments or complaints, referring customers to managers as necessary.
• Maintains a professional work environment with supervisors and other staff.
  • Inform supervisor as necessary.
• Meets the attendance guidelines of the job and adheres to regulatory, departmental, and company policies.
• Attend all necessary training meetings.
• Assist in other projects, as directed.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule.
• Outstanding example of and a credit to Saracen Casino Resort.
• Agents are to call in 24 hours in advance if they are ill.

QUALIFICATIONS/REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily.

• Must be a minimum of 21 years of age or older upon employment.
• High school diploma or its equivalency required.
• Previous customer service experience preferred.
• Previous LMS experience preferred.
• Must possess excellent communication skills.
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Ability to write routine correspondence and to speak effectively to the public, other staff and customers.
• Must have the ability to deal effectively and interact well with the customers and other staff.
• Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.
• Work nights, weekends and holidays as required.
• Must be able to be approved for and maintain a valid gaming license.
• Employment is contingent upon a favorable outcome of a background investigation and drug screening.

PHYSICAL, MENTAL AND ENVIRONMENT DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be physically mobile with reasonable accommodations and be able to maneuver to all areas of the casino.
• Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights and dust.
• Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
• Light lifting.
• Must be able to stand and walk for long periods.
• Adequate manual dexterity to operate office equipment.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Saracen Casino Resort is an equal opportunity employer.