GUEST SERVICE SPECIALIST

Silverton Casino Llc; Enterprise (NV); On-site; USD 22,000 - 30,000; Full time

Job summary

Silverton Casino Llc is seeking a Guest Services Specialist to deliver exceptional customer service, manage incoming and outgoing calls, and handle hotel reservations. You will guide guests on rates, room locations, and property amenities, while ensuring a seamless guest experience across departments.

The role requires multitasking across multi-line systems, maintaining accurate records, and providing timely responses to guest requests.

Qualifications

• Provides high-level customer service with a pleasant phone voice.
• Handles incoming calls, transfers, and messages across a multi-line system.
• Inputs reservations accurately and communicates rates, promotions, and availability.

Responsibilities

• Receives incoming calls and makes outgoing calls as needed.
• Inputs reservations and maintains guests’ information in the system.
• Manages room bookings, deposits, and confirmations for hotel and dining venues.
• Assists in coordinating guest services and property information across departments.
• Answers inquiries about rates, locations, and amenities.
• Resolves guest issues and communicates service recovery steps.

Skills

Customer service

Communication

Multi-tasking

Telephone etiquette

Problem solving

Team collaboration

Tools

NEC PBX console

AS/400

HIS

STAY System

HotSoS

OpenTable

Microsoft Excel

Microsoft Word

Medallia Concierge

GNAV Pro

Job description

General Summary of Job Duties: The Guest Services Specialist will be responsible for providing amazing customer service to our guests, handling and directing incoming calls, making hotel reservations, and assisting guests with any requests or inquires. The successful candidate will be responsible for making an appropriate selection of rooms, informing guests of special promotions, answering questions on rates, hotel facilities and services. Must be able to multi-task and manage multiple calls at once.Principle Responsibilities and Duties:Provides high-level customer service with a pleasant phone voice. Specialists are the first line of communication for the company.Primary tasks include but are not limited to receiving of incoming calls and placement of outgoing calls, paging of property personnel, inputting reservations, taking of messages as required, transferring of calls, operation of multi-line telecom systems, proper direction, and dissemination of information.Upholds the luxury standards associated with the Silverton brand to callers, sharing information about the property and its amenities.Initiates and assists in rectifying all phone call related issues, and voice mail, including but not limited to; repair order assistance, phone switch problems, telephone placement and issuance, and any other duties related to telephones and/or equipment.Provides all needed administrative support for hotel functions.Assists in maintaining all information that pertains to property wide communication.Administers reservations for Twin Creeks Steakhouse and Mi Casa.Always maintains a positive attitude.Always ready to help our guests and our Team Members.May resolve guest complaints, problems, or other situations.Communicates well with other departments to help assure the guest enjoys their stay.Displays an image of friendliness and accessibility to our guests.Answers the phone within three rings utilizing the appropriate greeting and following the Specialist script.Answers inquiries of room rates, outlets, and room locationsResponsible for confirming correct room availability, room rates, room locations, and accurately inputting data into computer system.Responsible for booking direct, group and casino reservations.Posts advance deposits to future reservations and keeping accurate records of all advance deposits.Responds to guests with confirmation e-mails or letters.Intimate knowledge of property amenities and surrounding areas.Schedules shuttle reservations for arriving and departing guests.Send and input credit card authorizations for future reservations.Actively responds to guest requests and communication via Medallia Concierge.General Job Responsibilities and Duties:Maintain a high quality of guest service according to Silverton Be Amazing Service Standards.Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.Adhere to all appearance and uniform standards.Maintain an open line of communication with Managers.Maintain a positive and professional demeanor during all interactions with guests, fellow Team Members, and Vendors.Ability to accept performance feedback in a professional manner.Regular attendance on all scheduled shifts is considered an essential function of the job.Arriving on time for all scheduled shifts is considered an essential function of the job.Other duties as assigned.To perform the job successfully, an individual should demonstrate the following Silverton Values:Character: Always do the right thing and treat everyone with dignity and respectCollaboration: Celebrate Diverse ideas, thought and talents.Care: Be KIND to yourself and each other.Fun: Our guests are here to have FUN, so we should have FUN, too.Excellence: Be Amazing!Required Work Cards:Identification that establishes identityIdentification that establishes the right to work in the United StatesMachinery, Work Equipment, Programs, Software, Hardware Used:NEC PBX consoleAS/400 Property Management Systems HIS and STAY SystemHotSoSOpen TableMicrosoft Excel, Word.GNAV Pro.