What are the responsibilities and job description for the Guest Services Representative - Hotel position at Golden Nugget Laughlin?
Overview
Guest Service Representative
A Guest Service Representative is responsible for welcoming guests to the property and providing memorable service, anticipating guest needs, and responding to and resolving any guest complaints.
Responsibilities
#GNLN
Tipped Position
This position does not earn tips
Guest Service Representative
A Guest Service Representative is responsible for welcoming guests to the property and providing memorable service, anticipating guest needs, and responding to and resolving any guest complaints.
Responsibilities
- Check guests in and out of the property quickly and accurately
- Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures
- Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction
- Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities
- Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls
- Professional appearance and demeanor
- Efficient communication skills
- High school diploma required
- Two (2) years’ experience in hospitality, preferably in a guest relations role
- Ability to work flexible hours, including nights, holidays, and weekends
- Working knowledge of property management systems
- Adhere to all state, federal laws, and company policies
- Multiple benefit plans to suit your needs
- Paid Time Off
- 401K
- Opportunities for advancement
- Positive and respectful work environment where diversity is valued
- Generous employee discounts on dining, retail, amusements, and hotels
- Community volunteer opportunities
#GNLN
Tipped Position
This position does not earn tips