Hotel Agent (Pt) (Horseshoe Tunica)

Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.

ESSENTIAL JOB FUNCTIONS:

• Process check-in and check-out transactions for guests

• Registers guests to room while receiving all pertinent information accurately.

• Perform guest registration and room assignments, accommodating special requests whenever possible.

• Pre-register and block reservations.

• Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies.

• Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction

• Assist guests with questions about the city and property

• Assist guests with booking dinner, show, etc… when necessary

• Assists with guest service recovery when possible

• Maintains and Upbeat and Positive attitude at all times

• Responsible for being apprised of current events in hotel to assist guests

• Acts a liaison on behalf of the guest to expedite guest requests

• Maintains a professional and courteous attitude towards all guests (internal and external)

• Anticipating guests needs and guest expectations

• Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner.

• Perform other tasks as assigned by supervisor or manager.

• Troubleshoot all in-room movie / phone / billing problems.

• Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.

• Cancel room reservations according to procedures.

• Balance $1000 bank daily.

• Prepare key packets, ensure miscellaneous brochures are fully stocked.

QUALIFICATIONS:

• Strong Interpersonal and communication skills.

• Proficient in a second language would be beneficial.

• Self-starter with strong problem solving ability

One year experience in front desk or guest service field; 6 months experience in basic computer knowledge; team Player; excellent oral and written communication in English; heavy telephone volume; must be able to tolerate secondary smoke; close knit environment, with constant co-worker involvement; must be able to complete several tasks at once with accuracy; must be able to stand for entire shift (an average 8 hour shift).

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Ability to perform reaching, stooping and /or crouching motions repeatedly

• Must be able to communicate verbally

• Must be able to stand for extended periods of time

• Must be able to lift 25lbs.