GUEST SERVICE AGENT - HOTEL

The Guest Service Agent provides friendly and informative guest service while assisting with guest luggage and coordinating tour group luggage handling. Responsible for safely parking, operating and retrieving guest vehicles. Interacting with customers, issuing and collecting parking tickets, assisting patrons in/out of their vehicles when necessary, and miscellaneous activities as assigned.

The Guest Service Agent:

• Provides superior guest service, positively interacts with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with team members.

• Adhere to established department and property policies and procedures regarding guests service standards.

• Assigns guest accommodations in accordance with current procedures.

• Assist guests with luggage storage, scooter and wheelchair rental.

• Handles assigned bank properly and performs account postings.

• Maintains knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the daily operation of the Front Desk.

• Compute bill, collect payment, and make changes for guests.

• Make, modify, cancel, extend, and confirm room reservations for guests.

• Processes guest accounts upon checkout in an efficient and accurate manner.

• Maintains guest relations in a positive manner. If unable to satisfy guests' concerns, refers guest to appropriate personnel.

• Maintain ongoing knowledge of all Belterra Casino Resort services and entertainment opportunities.

• Answer call inquiries pertaining to hotel services, shopping, dining, and travel directions for property including but not limited to: Belterra, Belterra Park, and the Ogle Haus.

• Complete regular operational duties as assigned by Hotel Leadership, including, but not limited to, sorting incoming mail and packages, completion of daily reports, maintain public areas including the lobby, business center, and bell desk.

• Perform additional duties not listed above as assigned by Hotel Leadership.