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Hotel Guest Services Representative
Eldorado Resorts
Reno, NV, United States
Job Details - this job has expired, please see similar jobs below
GENERAL SUMMARY OF DUTIES: Welcome guests and check them in and out of the property with a positive, courteous and sincere attitude. Ensure maintenance of accurate and complete guest account folios through adherence of established cashiering policies and procedures of the Eldorado front desk. Provide accurate information about the Eldorado and our amenities. Perform all functions relating to guest service to ensure that our guests have the best experience possible.
EXAMPLE OF DUTIES/ESSENTIAL FUNCTIONS: (Includes, but is not limited to the following.)
• Welcome and service all guests at the front desk.
• Assign guest accommodations according to current procedures.
• Follow good cashiering habits, perform a variety of account postings, guest settlements, and balance all work done at shift’s end.
• Stay up to date with all current information, promotional offers, group bookings, special events, and promotional offers that may affect the front desk and any daily operations.
• Maintain a friendly and positive attitude towards guests and fellow employees. Be aware that problems are guest service opportunities. If unable to help assist a guest, promptly refer the guest to the appropriate person.
• Be knowledgeable of all Eldorado facilities (restaurants, bars, showroom, etc.) and recommend our establishments and amenities to the guest.
• Answer all phone calls promptly (within three rings) and courteously.
GUEST SERVICE STANDARDS: Employee is required to meet the following Service Standards:
Front Desk Agent (Check In)
• Ask if this is their first visit and explain property, its amenities and events.
• Introduce In-room Refreshment Center and Wireless Internet
• Suggest a suite upgrade if available.
• Offer to sign guest up for Eldorado Club Card
• Offer Luggage Assistance
• Offer to validate parking ticket.
Front Desk Agent (Check Out)
• Offer luggage assistance or transportation or directions to parking.
• Offer to validate parking ticket.
• Ask how the visit was, offer a comment card
• Wish them a safe trip.
Requirements:
PERFORMANCE REQUIREMENTS: Knowledge, Skills & Abilities: Must have the ability to provide our guests with “Eldorado Style” customer service, have excellent observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Must have a thorough knowledge of guest relation skills. Must have excellent communication skills in English both written and verbal.
EDUCATION AND EXPERIENCE:
Education: High School Diploma or equivalent.
Experience: Previous front desk experience preferred. Previous night audit experience a plus.
Certificate/License: Must be authorized to work in the U. S.