Guest Services Representative (Full Time)

Agua Caliente Casinos; Rancho Mirage (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Agua Caliente Rancho Mirage invites applications for a Full Time Front Desk/Guest Services role at the Rancho Mirage property. Staff will support guest check-in/out, handle reservations, and manage room inventory with a focus on hospitality excellence.

The position requires professional communication, cash handling, and accurate payment processing. Training is provided to ensure smooth front desk operations and guest satisfaction.

Qualifications

• High school diploma or equivalent is required.
• Ability to handle payments and use guest accounts.
• Excellent communication and professional demeanor.

Responsibilities

• Monitor and analyze room inventory to maximize occupancy and increase average rate.
• Answer the telephone using an appropriate greeting.
• Process guest telephone requests promptly and accurately.
• Understand and implement front office procedures.
• Greet customers with a friendly, sincere welcome and clear speaking voice.
• Compute bills, collect payments, and process card authorizations (VISA NET).
• Help train new and existing employees in front office operations.
• Assign reservations based on resort availability and guest preferences.
• Keep records of room availability and guest accounts; manage deposits.
• Explain policies; issue room keys and coordinate with bell staff.
• Ensure accurate transaction processing and compliance with policies.

Skills

Customer service

Telephone etiquette

Cash handling

Front desk operations

Reservations

Staff training

Education

High School Diploma or GED

Tools

Reservation system

Credit card processing (VISA NET)

Job description

Job Details

Job Location: Agua Caliente Rancho Mirage - Rancho Mirage, CA 92270

Position Type: Full Time

JOB DESCRIPTION SUMMARY

Accommodates guest of the Hotel by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)

• Monitor and analyze room inventory to maximize occupancy and increase average rate.
• Answers the telephone using appropriate greeting.
• Process guest telephone request in a timely manner
• Understand and implementing new and existing front office procedures.
• Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice, Use positive body language.
• Computes bill, collects payment, and makes changes for guest, verify and imprint credit card for authorization using VISA NET.
• Help train new and existing employees for the efficient operation of the department.
• Assigned reservation based on resort availability and guest preference. Give choice of smoking or non-=smoking room, and notify guest of check in and out time.
• Keeps records of room availability and guest s accounts, and Deposits guests valuables in hotel safe deposit box..
• Memorize and communicate deposit and guarantee policies. Issue room keys, and escort instructions to bellhop.
• Responsible for accurately processing transactions.
• Carries out responsibilities in accordance with the organizations polices, procedures.
• Responsibilities include assistants to train Guest Representatives I in taking reservations and operating Computer terminals and printers to store and receive reservation data.

SUPERVISORY RESPONSIBILITIES

None

GAMING EXPERIENCE NOT REQUIRED

Qualifications

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

EDUCATION and/or EXPERIENCE

High School Diploma, GED, or equivalent combination of education and experience

WORKING CONDITIONS/PHYSICAL DEMANDS

To perform this job successfully, the individual must me able to stand, move and work throughout the office area and properties, including walking up to 1 mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Also may be subjected to a smoke filled environment.

Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalation when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.