Guest Relations Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Answers all incoming calls and provides the highest level of service during all interactions, using proper greetings while demonstrating genuine interest to ensure guest satisfaction. Responds to guest questions in a professional manner and follows enterprise standards.
• Takes room reservations accurately to be entered into property management system while using professional verbiage and etiquette.
• Maintains an inventory of available rooms, room assignments and accommodates guest preferences when possible. If preferences are not available, the Reservations Agent provides suitable solutions or alternatives. Blocks rooms as well as pre-blocks for special groups as needed.
• Maintain accurate logs of special requests and ensure these are accurately entered into the system.
• Tailor every interaction with guest needs and help to make room recommendation.
• Answers and directs all incoming calls using proper phone etiquette with a cheerful and pleasant voice; reviews and responds to voice mail in a timely manner.
• Answers guests’ inquiries and prioritizes the guest’s satisfaction.
• Assists Sweetwater Rewards players with troubleshooting to successfully establish online accounts.
• Maintains up-to-date knowledge of the Sweetwater Rewards program, promotions, events, hours of operations of venues, etc. so that guests will receive accurate and prompt information when requested.
• Effectively presents information to guests in a professional and articulate manner.
• Proficient in utilizing computer, phone system, and various programs for this position.
• Enters reservations for various special events, player functions and restaurant reservations.
• Communicates all guest concerns to department lead; ensures guest concerns are resolved in a prompt, courteous, efficient manner and with a sense of urgency.
• Takes messages for executive offices and various departments, and ensures messages are given to proper parties.
• Contact administrative team members by mobile phone as needed and conduct calls or radios the facilities department for service calls.
• Inputs comment card information for tracking and reporting purposes
• Must adhere to regulatory, department and company policies.
• Perform other job related and compatible duties as assigned and needed.

QUALIFICATIONS AND REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent
• Minimum of 1-year experience in guest service/hospitality
• Hotel room sales experience preferred
• Able to promptly and accurately follow instructions given by Leadership
• Strong interpersonal skills
• Must possess a friendly and outgoing demeanor
• Bilingual in a foreign language preferred
• Must have the ability to operate computer/computer software programs, copy machines, computer printers/embossers, and other office equipment
• Excellent telephone etiquette, verbal, and written communication skills required
• Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed
• Ability to earn and maintain Gaming License.