Guest Services Representative - Hotel

Overview:

Guest Service Representative 
A Guest Service Representative is responsible for welcoming guests to the property and providing memorable service, anticipating guest needs, and responding to and resolving any guest complaints. 

Responsibilities:

• Check guests in and out of the property quickly and accurately 

• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures 

• Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction 

• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities 

• Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls 

Qualifications:

• Professional appearance and demeanor  

• Efficient communication skills 

• High school diploma required 

• Two (2) years’ experience in hospitality, preferably in a guest relations role 

• Ability to work flexible hours, including nights, holidays, and weekends 

• Working knowledge of property management systems 

• Adhere to all state, federal laws, and company policies 

What we offer you: 

• Multiple benefit plans to suit your needs 

• Paid Time Off 

• 401K 

• Opportunities for advancement 

• Positive and respectful work environment where diversity is valued 

• Generous employee discounts on dining, retail, amusements, and hotels 

• Community volunteer opportunities 

 

Disclaimer:  The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying. 

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