Guest Service Representative

Job DetailsJob Location: Lawton, OK 73501Position Type: Full-TimeEducation Level: NoneTravel Percentage: NoneJob Shift: AnyEssential Functions


Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times
Greet guests, check in and out, pre-assign and assign rooms to guests, compute bills, collect payments, and make accurate changes
Be knowledgeable about property events and promotions, answer inquiries pertaining to hotel services, shopping, dining and travel directions
Remain highly visible and readily available for guests at all times
Operate a multi-line PBX system in an efficient and timely manner, maintaining professional telephone etiquette
Make and confirm room reservations, ensuring security of guest information within the system
Take thorough and professional messages for guests, schedule wake up calls, dry cleaning service, post to guest folio and deliver to guest room
Make courtesy calls to guest to ensure room satisfaction, resolving, logging and communicating guest complaints
Provide solutions to problems for guests, team members and management. Use empowerment to exceed team member and guest expectations
Maintain an operating bank, render bills and issue change; follow and maintain proper credit procedures for Ameristar guests
Maintain comps and direct mail coupons and ensure billing profiles are accurate
Complete shift checklist and submit to designated supervisor
Maintain updated room availability and guest accounts, manually or by computer
Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms
Be willing to train and mentor new team members
Complete hotel work orders and inform pertinent team members of the issue via written and verbal communication
Work effectively with peers, staff members, and regulatory agency personnel, adjusting work priorities as necessary



Understand and comply with the Eye, Hi, Goodbye program.
Regular attendance is required.


 

Other Duties and Responsibilities


Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.
Practice safety standards at all times. Verbally reports all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment
Take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheets (MSDS), and knowing when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
Report equipment malfunctions promptly to the supervisor and maintenance order system
Provide assistance to other team members to contribute to the smooth operation of the department and the hotel
Maintain security of equipment, keys and supplies issued each day.
Promote excellent guest service by practicing a courteous, tactful and patient manner with other team members, management, guests, vendors and other members of the general public. Always practice the 5/10 rule:



When passing guests or associates within a 10 foot radius make eye contact
When passing guests or associates within a 5 foot radius, acknowledge, and verbally greet such as  “Good Morning, Afternoon, Evening”



Understand and comply with established appearance standards, professional behavior, the attendance policy and the Eye, Hi, Goodbye program
Immediately report any suspicious activities by guest or others
Perform other related duties as may be assigned by reporting senior


 

Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules in order to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends.  We are busiest during weekends and holidays, events and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times. 

 

Core Competencies


Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations
Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements).  Where uniforms are required, they must be clean and pressed at the beginning of each shift
Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details
Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team membe