Guest Services Agent

Position: Guest Service Agent

Department: Hotel

Job Summary: Creates an outstanding first impression by answering incoming phone calls promptly and speaks professionally through the completion of all calls. Agent initiates accurate guest reservations in an informative, knowledgeable and courteous manner using a reservations software system. Responds to phone inquiries catering to the needs of the hosted and mid-level guests

Essential Duties and Responsibilities:

1. Makes guest hotel and entertainment/special promotions reservations in an informative, knowledgeable and courteous manner using a reservations software system.
2. Promotes Casino Del Sol Resort's comprehensive entertainment opportunities by interacting with guests in an enthusiastic, helpful, and friendly manner.
3. Assists Player Services and Player Development staff with focused customer services on mid-level and hosted guests.
4. Ensures guest profiles are properly noted in the reservations and entertainment/special promotions software system for action by the appropriate department(s) in creating a continuing level of exemplary customer service.
5. Issues point vouchers and "complimentary services" up to a limit of $50.00 for Food & Beverage outlets.
6. Ensures charges, credits and "comps" are posted to individual guest folios.
7. Helps facilitate special events inclusive of staffing the registration areas and guiding guests into the event or promotion.
8. Notifies management or supervisor of guest needs and requests they are unable to handle; follows up to ensure needs were met.
9. Meets department goals and quotas inclusive of booking loyalty, host and special event reservations through the use of the Guest Services queue.
10. Promotes the property's outlets and amenities by communicating with guests on restaurants, concerts, and other outlets such as spa, retail and pool.
11. Fosters team work by working collaboratively with co-workers and ensuring that work is completed.
12. Adheres to applicable regulatory, departmental, and Casino Del Sol's policies and procedures.
13. Presents a well-groomed appearance at all times.
14. Assists with Hotel Front Office duties as assigned.
15. Performs other job-related duties as assigned.

Knowledge, Skills and Abilities:

1. Knowledge of Casino Del Sol Resort's hotel and entertainment/special promotions software system(s).
2. Knowledge of Casino Del Sol Resort's services, promotions, and events.
3. Knowledge of applicable regulatory, departmental and Casino Del Sol Resort's policies and procedures.
4. Strong organizational, planning, and time management skills.
5. Computer proficiency with word processing and spreadsheet applications as well as a player tracking system.
6. Strong communication skills.
7. Skill in working courteously with the public as well as developing and maintaining good working relationships.
8. Ability to generate business by signing up guests for the Player's Club program as well as increasing mid-level and hosted guest play via phone.
9. Ability to respond calmly and diplomatically when handling guest demands.
10. Ability to keep aware of the constant changes and enhancements of the Player Services program and its benefits.
11. Ability to follow directions and work effectively in a fast paced environment.
12. Ability to perform basic mathematical computations pertaining to the position.
13. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
14. Ability to work in a smoking environment.
15. Ability to stand and walk for long periods.
16. Ability to lift and carry up to 25 pounds with or without a reasonable accommodation.

Minimum Qualifications:

1. One year of guest service and or sales experience as front-line staff member in call center, retail, or hospitality industry.
2. Computer proficiency with MS Office suite, with touch-typing ability.
3. Ability to display data entry skills with high attention to detail while speaking in clear and gracious tone.
4. Must have a strong command of the English language and ability to speak for extended periods of time.
5. Must be able to work any shift, weekends, holidays, special events and overtime, as needed.
6. Must have employment eligibility in the U.S.
7. Must be able to obtain and retain a valid non-gaming license.
8. Must successfully pass minimum job-skills assessments.

Preferred Qualifications:

1. High school or General Equivalency Diploma.
2. One to two years previous casino or hotel guest services experience, telemarketing, or retail sales experience.
3. Two years inbound call center experience.
4. Two years of commission based sales and experience in customer resolution.
5. At least six months player tracking experience.
6. Bilingual (English/Spanish).