SUMMARY
The Guest Service Representative is a member of the front office team. The team member is responsible for: Promoting Grand Casino properties at all times by welcoming and serving guests in a courteous, efficient and friendly manner in person and on the phone. Other responsibilities are providing accurate and timely information to guest about Hotel policies, services and amenities, ensuring optimum guest service and satisfaction with each guest interaction.

MEETING PERFORMANCE EXPECTATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsibilities listed below are representative of the knowledge, skills and/or ability needed to effectively execute this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

ESSENTIAL DUTIES OF THE POSITION

• Maintain an inventory of vacancies, reservations and room assignments.
• Maintains a working knowledge of Grand Casino’s property, as well as special events on and near property, in order to advise guests of same, whenever possible.
• Responds to guests’ requests, complaints or inquires courteously and promptly.
• Enters changing reservation information into computer system.
• Posts charges to guest accounts and processes payment of accounts. This includes all applicable software systems.
• Demonstrates and promotes a strong commitment to providing the best possible experience for the guests.
• Sells the value of Grand Casino properties to all inquiries (via telephone or in person) and strives to convert them into an occupied room.
• Complies with all safety and security policies in accordance with Grand Casino Properties standards.
• Involves cross training into housekeeping, gift shop and bell desk.
• Operates Hotel switchboard and/or PBX
• Prepares shift cash report, balancing payments and disbursements with computer and slot system. Prepares the bank drop envelope for shift end and balancing accounts.
• All other duties as assigned.

THE COMPANY REQUIRES EVERY ASSOCIATE TO:

• Maintain a consistent and regular attendance record.
• Encourage mutual respect among associates by setting positive examples.
• Maintain a professional reputation in the company and community.

EDUCATION and/or EXPERIENCE

• High School Diploma or General Education Degree (GED) or pass the Basic Skills Assessment, or successful completion of a related company approved development placement program.
• Six (6) months prior hospitality experience preferred.

SPECIAL QUALIFICATIONS

• Must be able to pass company pre-employment Drug and Alcohol test.
• Must be able to secure license from Gaming Regulatory Authority.
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.
• Responsible for following all relevant DGR’s.

LANGUAGE SKILLS

• Must possess excellent verbal and written communication skills.
• Must be able to effectively communicate in one-on-one, small group situations, and to moderate-sized gatherings of associates, executives and/or community leaders.

ATHEMATICAL SKILLS

• Must be able to add, subtract, multiply and divide in all units of measure, using whole numbers, percentages, common fractions, and decimals, and work with mathematical concepts such as statistical inference.

REASONING ABILITY

• Must be able to apply common sense understanding to a variety of situations, in order to collect data, analyze facts, and determine appropriate response.

PHYSICAL DEMANDS
While performing the duties of this job, the associate is regularly required to:

• Talk and hear;
• See and adjust focus to include close, distance, depth, and peripheral vision;
• Stand, walk, run, sit, balance, stoop, kneel, climb, crouch, and/or crawl;
• Handle objects, tools, and controls; reach with arms and hands.
• Lift and/or move objects weighing up to fifty (50) pounds.

WORK ENVIRONMENT:
While performing the duties of this job, the associate is regularly exposed to:

• A low-to-moderate noise level (offices).
• A moderate-to-loud noise level (public areas).
• Second-hand cigarette/cigar smoke.

Source: Hospitality Online