GUEST SERVICE AGENT - HOTEL

Boyd Gaming; Florence (IN); On-site; USD 17,000 - 22,000; Full time

Job summary

Boyd Gaming Corporation is seeking a friendly Guest Service Agent to assist guests at the Belterra properties. You will help with luggage, parking, reservations, and payments while delivering exceptional service.

The role requires effective communication, a high school diploma, and the ability to obtain required licenses. You will work with hotel leadership to ensure smooth operations and guest satisfaction.

Qualifications

• Must be at least 18 years of age.
• High School Diploma or GED equivalent.
• General knowledge of Microsoft Word, Excel, and Outlook is a plus.
• Effective communication and guest service skills.
• Must be able to obtain and maintain licenses/certifications per Federal, State, and Gaming regulations.
• Flexibility to work varying shifts and time schedules.

Responsibilities

• Provides superior guest service and interacts positively with guests and team members.
• Assists guests with luggage handling and parking operations.
• Maintains knowledge of hotel occupancy, events, and group bookings.
• Computes bills, collects payments, and processes transactions.
• Handles guest check-ins/outs and room reservations.
• Maintains guest relations and escalates issues when needed.

Skills

Guest service

Communication

Office software

Licensing compliance

High school diploma

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry.

Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

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.

• Ability to use all equipment associated with the position, including, but not limited to: keyboards, telephones, multi-line telephone system, fax machines, copiers, printers, bell carts, scooters, and wheelchairs.
• Ability to communicate effectively at all times with guests, as well as all levels of team members.
• Ability to move around the Front Desk effectively, pull up portfolios, reach across counter for guest transactions.
• Ability to effectively use a computer to access, understand and input guest information.
• This position is, at times, subject to crowds and noise severity that is dependent upon guest volume.
• Must be flexible to work varying shifts and time schedules as needed.
• Must be willing to work independently with minimal supervision, as needed.
• High School Diploma or GED equivalent.
• General knowledge of Microsoft Word, Excel, and Outlook is a plus.
• Effective communication and guest service skills.
• Must be able to obtain and maintain all licenses / certification per Federal, State, and Gaming regulations
• Must be at least 18 years of age.

The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to two months of on-the-job training or related experience

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.