Guest Services Agent
The Mill Casino
- North Bend, OR
- Permanent
- Part-time
- Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
- Registers arriving guest, assigning rooms, issuing keys, and coordinating guest services in a friendly manner.
- Updates guest accounts to accurately reflect recurring and incidental charges.
- Maintains the neat appearance of the front desk at all times.
- Resolves or refers to management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
- Inputs guest information into the Check Cashing System.
- Represent The Mill Hotel professionally and positively on the telephone and in person.
- Work with Front Office Supervisor to coordinate VIP arrivals and requests.
- Work closely with the Mill Club Hosts and Player Development Manager to ensure accuracy of VIP guest bookings.
- Responsible for knowing rates to be quoted daily and for future reservations.
- Employs sales techniques in order to upsell and close the reservation process.
- Completes required paperwork as designated by the department.
- Use appropriate greetings, listen to and responds to guests needs appropriately.
- Provides information to guests about the property, promotions, programs, events, and benefits.
- Utilizes V1 system to extract data for required information.
- Maintains security and confidentiality of files, records, and lists.
- Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.
- Offers alternatives to guests as deemed appropriate.
- Adhere to regulatory, departmental and company policies in an ethical manner and adhere to departmental and company performance standards.
- Anticipate and provide for guest needs in advance of request.
- Assist in coordinating and executing special events and Mill Club promotions.
- Provide personalized service for Mill Club guests.
- Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
- Stay informed about all property events, initiatives, products, and services focused on and/or relating to Mill Club guests.
- Consistently demonstrates the inclusion of Million Dollar Service in each interaction, including face to face and/or over the telephone.
- Follows proper phone protocols and property transfer procedures.
- Responsible for inter-departmental training.
- Other duties as assigned.
- High School graduate or GED preferred.
- Previous hotel related experience desirable. Prefer front desk and/or 2 years customer service experience.
- Must have excellent writing and proof reading skills. Previous experience required.
- Excellent phone voice; must possess a pleasant and easily comprehensive voice. Ability to communicate in a professional and poised manner, using crisp, clear and concise language.
- Computer experience essential, including all Windows applications. Previous hotel reservation experience is a plus.
- Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
- Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
- Knowledge of the Mill Club Program and comping criteria a plus.
- Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
- Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
- Able to read, write, speak and understand English;
- Ability to work in a highly structured and measured environment with a fast pace of work.
- Ability to memorize data concerning various events, promotions, and services.
- Maintains a high level of quality and accuracy in performance.
- Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
- Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies