Guest Service Agent

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.
• Performs cashiering duties.
• Answer telephones promptly and courteously. Route calls appropriately.
  1. Serves as a first point of contact for internal and external guests. Greets all phonecontactswithapleasantandhelpfuldemeanorasthe“voice”oftheLucky Eagle Casino & Hotel.
  2. 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/meetingspace,gamingfloor,casinoeventsandrestaurants.
• Promote,explainthebenefits,andenrollguestsinLuckyStarRewards(LSR) membership.
• AcknowledgecurrentLSRmembersandrecruitnewmembers
• Remainuptodateoncasinopromotions,events,LSRbenefitsapplicabletothevarious levels of membership card, in order to provide exemplary guest service.
• Assistguestswithcasinoevent/promotionparticipation.
• Ensuressecurityofallconfidentialguestinformation
• Filefoliosandcompletedailypaperwork.Setwake-upcalls.
• Communicateswithsalesdepartmenttoensureproperhandlingofgroupbookings.
• Answerphoneswithasmileandprofessionalgreeting,directing callstoappropriate team member or department.
• Makereservations.
• UpdateLSRtrackingsystemtoensureaddresses,photoIDandcontactinformationis up to date.
• ChecksoutbankfollowingLEC&Hcashhandlingpolicies,performscashhandling duties.
• Utilizeschemicalsandsuppliestocleanandsanitizeworkstationsandlobbyareasas needed or directed by Hotel Leadership.
• ComplieswithallpoliciesandproceduressetforthbyHotelSupervisor(s)andHotel Management team.
• Participatesintheresolutionofdisputesandnotifiesthesupervisorwhennecessary.
• ExemplifiesthecompanyMission,Vision,Values,andSoaringServicepractices.
• Understandsandadherestoallregulatory,Tribal,Casino,andHoteldepartmentrules, regulations, policies and procedures.
• Perform other duties assigned.

EDUCATIONALREQUIREMENTS:

AHighSchoolDiplomaorGEDisrequiredforthisposition.

SKILL,KNOWLEDGEANDEXPERIENCEREQUIREMENTS:

Aminimum of six (6) monthscustomerserviceexperience required.Hospitalityand/orHotel experiencepreferred.Cashier/bankdrawerexperiencepreferred.Requirestheabilitytowork well as part of a team or individually.

Position requires strong verbal and written communication skills, and an understanding of properbusinessetiquette.MusthavecompletedatleastintermediatecourseworkinMicrosoft Word, Excel, Outlook and PowerPoint with a satisfactory rating, or possess the equivalent knowledge through work experience.Must be available any shift and any day including

weekends and holidays.

Must have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is frequently required to stand; sit; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.

ENVIRONMENT:

The environment characteristics described here are representative of those a team member may encounter while performing the essential functions of the position.

Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music and public announcement system, as is common in a Casino and/or Hotel environment. Lucky Eagle Casino & Hotel operates in a 24/7 environment.