Job Description

The Guest Services Agent at Resort World must assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction and the ultimate success of the Hotel. Given the integral nature of the position, the guest service agent’s demeanor must be reflective, at all times, of the highest standards of professionalism. A consistently positive attitude, knowledge of all facets of the operation and attention to detail are traits, which our agents are required to have.

Essential Functions:

• Maintain standards of a 5-star service.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Book guest accommodations, room, show or restaurant reservations in accordance with current procedures.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Communicates with guest’s/guest relations.
• Handles complaints and angry guests.
• Presents any messages or packages.
• Presents the keys and offers bell attendant assistance. Explains Hotel services if bell assistance is declined or not available.
• Follow-up calls to the guest’s room to ensure satisfaction.
• Checks guests in and out of the Hotel.
• Offers a sincere greeting before the guest reaches the desk and ascertains the satisfaction of the guest’s stay.
• Aids in arranging transportation.
• Ensures that the guest is happy and departs satisfied.
• Thanks the guest for staying with us and offering an expression of a return visit.
• Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Handles assigned bank properly and performs account postings.
• Performs other tasks as assigned.

Essential Requirements:

• Good communication skills.
• Attention to detail and organizational skills.
• Guest service oriented.
• Ability to function in a noisy, hectic and crowed environment.
• Ability to handle numerous duties simultaneously.
• Flexible work schedules.
• Willing to work as a team member.
• Comfortable interacting and engaging in conversation.
• Ability to do multiple tasks.
• Can adapt under stress, flexible.
• Utilize good common sense.

Knowledge/Work Experience:

• Must be 21 years or older
• High school diploma. GED, or relevant experience
• Prior experience in guest service preferred
• Must be able to obtain and maintain the appropriate license through New York State Gaming Commission

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least twenty (20) pounds, and prolonged standing during the shift.