About this role
Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
Job Description: The Concierge Agent is responsible for providing assistance and information to hotel Guests for both on-site and off-site activities ensuring a positive Guest experience, as well as providing courteous front desk services to guests by delivering products and services that result in a pleasant hotel stay and overall gaming experience.
Essential duties include, but are not limited to:
• Provide information and assistance regarding on-site and local attractions, dining, entertainment, and events. • Make dining reservations and assist with hotel reservations as needed. • Serve as a property liaison by offering directions and detailed knowledge of the local area. • Arrange transportation services such as limousine rentals, scooter rentals, and wheelchair accommodations. • Coordinate reservations for outside events and activities. • Set up special room packages and event arrangements (birthdays, weddings, celebrations, and other special occasions). • Deliver high-quality customer service while effectively resolving guest issues and concerns. • Registers arriving guests by completing appropriate paperwork and obtaining proper payment information • Settles account balances of departing guests by accepting payment and handling cash drawer • Investigates and resolves general billing discrepancies • Engage guests in property promotions and amenities so they best enjoy all the casino/hotel offers during their current and future visits • Responds to guest inquiries concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel • Promotes positive public/employee relations at all times • Anticipates guests’ needs and responds to requests and concerns to ensure guest satisfaction • Monitors work areas to ensure cleanliness standards are achieved and customer requests are addressed
• High school diploma or general education degree (GED) is required • 6 months of Front Desk/Hotel Operations experience • Must possess a high degree of interpersonal and customer relations skills necessary to ensure total guest satisfaction • Must have exceptional phone etiquette • Must be able to work standing for long periods of time • Must be technologically savvy and be able to operate and enter information into a computer • Must possess basic math skills necessary to accurately calculate and process guest payments • Must be able to follow procedures in standard situations in which specific steps are involved Work Environment:
• Duties and responsibilities are typically performed in the Hotel Lobby area; a fast-paced, guest-smoking environment, with constant exposure to general public and excessive noise. • Position requires ability to stand and walk 100% of the time. Extensive periods of data entry is required • While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear • Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus