Guest Service Agent FT

SUMMARY: Responsible for processing Guest check-ins and check-outs in an impressively efficient, safe and friendly manner.

Essential Responsibilities and Duties: (Specific areas of responsibility including, but not limited to)

• Maintains a positive attitude and acts in a professional manner towards Guests and Team Members at all times.
• Processes Guest check-ins/check-outs and room assignments in accordance with The Hotels rate structure, discount and sell/upsell strategies. Accommodates special requests when possible.
• Processes pre-registrations as well as same-day, future and block reservations when necessary. Cancels reservations according to policies and procedures.
• Collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answers inquiries about Resort services and events, directions, local attractions, etc.
• Assists Guests with safety deposit boxes, additional Guest room keys, transportation, etc.
• Answers phones and routes calls accordingly.
• Ensures all communication containing Tuolumne Band of Me-Wuk Indians; TEDA, Inc.; Black Oak Casino Resort and Guest information is consistent with privacy policies and procedures.
• Interacts with difficult Guests and situations and takes appropriate action.
• Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.
• Writes shift reports including any incident of theft, accident or injury as assigned.
• Performs other duties, attends to special projects and participates in committees as assigned.

Mandatory Requirements:

• Must possess a high school diploma, G.E.D., or equivalent.
• Must be at least 18 years old.
• Experience in guest service, basic accounting and the hospitality industry preferred.
• Existing knowledge of common industry terms and practices preferred.
• Must complete Responsible Alcohol Service certification or have proof of current certification.
• Must complete Counterfeit training.
• Must be able to understand and provide friendly Guest Service.
• Must be able to compile facts/figures in a timely manner, identify and investigate issues and resolve basic matters.
• Must be able to follow an appropriate course of action based on policies and procedures.
• Must have a working knowledge of office equipment including computer, calculator, phone, copier and fax.
• Must give strong attention to detail and possess excellent organizational and time management skills.
• Must display a consistently professional attitude and behavioral choices as well as possess effective listening and communication skills.
• Must be able to work in a fast-paced environment (sometimes under pressure) while remaining professional, flexible and efficient.
• Must be able to communicate proficiently in English.
• May be required to possess and maintain a valid California driver license and Black Oak Casino drivers permit.
• Must be able to pass a mandatory drug test and background check.
• Must provide evidence of employment eligibility in the U.S.

Physical Demands:

• Must be able to perform all job requirements.
• Must be able to lift 25 pounds and occasionally more with assistance.

Work Environment:

• Work is normally performed in an interior hotel environment.
• Must be able to work in a noisy environment.