What are the responsibilities and job description for the Customer Service position at Double Eagle Hotel and Casino Conference Center?
This position requires an honest, reliable, responsible, dependable, and ethical individual. Promoting a positive image and goodwill of the company in all customer service activities and possession of a Colorado Division of Gaming License. This job position sets and represents the Double Eagle Hotel and Casino's highest standard of customer service and requires direct contact with the public, while delivering superior guest service in accordance to department standards and policies and procedures. Front Desk employees are expected to develop and maintain effective working relationships and good customer service skills with all guest and co-workers at all times. Welcoming and accommodating both our new and established guests with casino, hotel and marketing inquiries in a polite and timely manner. Customer Service focused individuals with clerical and computer experience will thrive in this fast-paced, fun, friendly, yet professional environment with plenty of growth within the department and company.
- Duties and Responsibilities****:
- * Regular attendance to all scheduled shifts is considered an essential function of the job
- Maintain a positive and professional demeanor during all interactions with guest, fellow team members, and vendors
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, evaluation of customer satisfaction and sound decision making skills
- Receptionist duties such as administrative duties, clerical procedures, systems such as word processing, managing files and records, office procedures and terminology, transmit and receive messages using microphone, telephones or email to support daily operations
- Answering and transferring phone calls to appropriate departments
- Clean and maintain lobby and common areas
- Greeting new and established guests
- Be familiar with the property, amenities, and surrounding areas to answer inquiries pertaining to casino operations, restaurants, bars, hotel, marketing promotions, games, transportation, and local recommendations (shopping, dining, entertainment, events, etc.)
- Representative identifies, enrolls, and maintains new and existing guest membership accounts. Ensures all guests' information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences.
- Communicating of accurate information to club membership, concerning the rewards and use of their card.
- Perform bookkeeping activities using basic mathematics, such as balancing accounts and daily paperwork
- Make and confirm reservations using telephones or online sources
- Keep updated and accurate records of rooms availability, rates, locations and guests' accounts
- Assignment of rooms
- Issue room keys
- Request additional amenities for guests such as pillows, blankets, microwaves and refrigerators
- Deposit guests' valuables in hotel safes or safe-deposit boxes