Guest Service Agent (Full-Time)

SUMMARY: Responsible for processing Guest check-ins and check-outs in an impressively efficient, safe and friendly manner.

Essential Responsibilities and Duties: (Specific areas of responsibility including, but not limited to)

• Maintains a positive attitude and acts in a professional manner towards Guests and Team Members at all times.
• Processes Guest check-ins/check-outs and room assignments in accordance with The Hotels rate structure, discount and sell/upsell strategies. Accommodates special requests when possible.
• Processes pre-registrations as well as same-day, future and block reservations when necessary. Cancels reservations according to policies and procedures.
• Collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answers inquiries about Resort services and events, directions, local attractions, etc.
• Assists Guests with safety deposit boxes, additional Guest room keys, transportation, etc.
• Answers phones and routes calls accordingly.
• Ensures all communication containing Tuolumne Band of Me-Wuk Indians; TEDA, Inc.; Black Oak Casino Resort and Guest information is consistent with privacy policies and procedures.
• Interacts with difficult Guests and situations and takes appropriate action.
• Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.
• Writes shift reports including any incident of theft, accident or injury as assigned.
• Performs other duties, attends to special projects and participates in committees as assigned.