Guest Services Representative - Hotel

Golden Nugget Laughlin; Laughlin (NV); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Multiple benefit plans

Paid Time Off

401K

Opportunities for advancement

Positive and respectful work culture

Employee discounts on dining, retail, 

Community volunteer opportunities

Job summary

Golden Nugget Laughlin is seeking a Guest Service Representative to warmly welcome guests and deliver memorable service. You will anticipate needs, handle check-in/check-out, and resolve issues to ensure guest satisfaction.

You will process payments, promote loyalty benefits, and handle both routine and escalated calls. The role requires a professional demeanor and the ability to work nights, weekends, and holidays as needed.

Qualifications

• High school diploma required.
• 2 years hospitality experience, preferably in guest relations.
• Ability to work flexible hours including nights, holidays, and weekends.
• Efficient communication and professional appearance.
• Working knowledge of property management systems.
• Adherence to state, federal laws and company policies.

Responsibilities

• Check guests in and out quickly and accurately.
• Post charges and credits, collect payments, handle cash and credit transactions, and balance cash per procedures.
• Respond to and resolve guest complaints promptly, owning the issue and solving inconveniences.
• Promote M life enrollment and benefits to maximize revenue opportunities.
• Answer calls and route to appropriate department; process wake-up and emergency calls.

Skills

Communication skills

Professional appearance

PMS knowledge

Compliance with laws/policies

Flexible hours availability

Education

High school diploma

Tools

Property management systems

Job description

Overview

Guest Service Representative

A Guest Service Representative is responsible for welcoming guests to the property and providing memorable service, anticipating guest needs, and responding to and resolving any guest complaints.

Responsibilities

• Check guests in and out of the property quickly and accurately
• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures
• Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction
• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities
• Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls

Qualifications

• Professional appearance and demeanor
• Efficient communication skills
• High school diploma required
• Two (2) years’ experience in hospitality, preferably in a guest relations role
• Ability to work flexible hours, including nights, holidays, and weekends
• Working knowledge of property management systems
• Adhere to all state, federal laws, and company policies

What We Offer You

• Multiple benefit plans to suit your needs
• Paid Time Off
• 401K
• Opportunities for advancement
• Positive and respectful work environment where diversity is valued
• Generous employee discounts on dining, retail, amusements, and hotels
• Community volunteer opportunities

Disclaimer:

The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying.

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Tipped Position

This position does not earn tips