Guest Services Attendant Ft

Purpose Of Position

Ensures guest satisfaction and revenue optimization through check-in, check-out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by being pleasant, professional and efficient.

Education/Experience

• Excellent communication skills and a professional presentation
• High School diploma or equivalent unless otherwise waived by Human Resources Management
• Previous hospitality (hotel, casino, reservations, front desk, or guest service) experience preferred
• Ability to work well under pressure in a fast paced environment
• Must be computer literate and possess a friendly demeanor

Job Responsibilities And Duties

• Perform other duties as assigned
• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests
• Resolves minor guest service issues to the satisfaction of the customer; informs Supervisor of major problems, complaints, disturbances or unhappy guests.
• Assists with sales and marketing efforts as directed by the Director of Hospitality
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, counts cashier bank and any other cash handling procedures in accordance with Hotel Operations policies and procedures.
• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required.
• Ensures common area/lobby is clean
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Answers and routes calls as appropriate; takes guest messages with accuracy
• Provides a professional image at all times through appearance and dress.
• Follows applicable TMCR company policies and procedures including Hotel Operations policies and procedure.
• Handles confidential information, including guest records, with a high degree of integrity
• Miscellaneous postings, charges and check-outs.
• Transmits and receives messages using equipment such as computer, telephone, email, fax and PBX
• Records pertinent guest information in the shift pass on log
• Answers phone in a prompt, efficient, and friendly manner.
• Able to perform night auditor duties as required in accordance with the Hotel Management System and Hotel Operations policies and procedures.
• Completes daily paperwork to include cashing out, documenting all adjustments,
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Offers and properly handles requests for wake-up calls
• Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Respond quickly to guest requests or issues in a friendly manner and appropriate action is taken and follows up to ensure guest satisfaction.
• Books guest reservations and/or coordinates with reservation call center
• Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/functions in the hotel and casino

Additional Responsibilities

Direct Reports: None

Access to Sensitive Areas: Hotel Back Office; Hotel Storage areas, email access, and all sensitive areas when accompanied with authorization.

Signatory Authority: All related Guest Services forms

Physical Requirements/Work Environment

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus. While performing the duties of this position, the employee will be exposed to cigarette smoke; the work environment is noisy and employee will work indoors and outdoors; work performed in areas which may be unusually hot, cold, noisy, smoky and dimly lit, and maneuver outside in temperatures in excess of 115° and as cold as 15° (exposed to all weather conditions)

Must be able to work Nights, Weekends, and Holidays