Guest Services Representative - Requisition #539658

Infor; Temecula (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Pechanga Resort Casino is seeking a Guest Services Representative to deliver memorable, Four Diamond service and build guest loyalty through courteous, efficient interactions.

Responsibilities include handling check‑in/out, managing a cash bank, and promoting resort amenities while maintaining high standards and confidentiality in a fast‑paced environment.

Qualifications

• High school diploma or GED; 2+ years in a hotel or casino setting or equivalent
• Ability to read and interpret safety rules, procedures, and manuals
• Excellent cash handling, math, and problem‑solving skills

Responsibilities

• Know property offerings, hours, services, packages, and rate plans
• Respond promptly and courteously to guest requests during check‑in/out and stay
• Maintain cash bank and balance cash transactions; perform shift closings
• Issue discretionary comps within play and comping limits
• Create/update guest club accounts in the gaming system
• Build relationships with guests at all levels; communicate effectively
• Perform standard check‑in/check‑out and billing in hotel systems
• Operate PMS and casino systems; adhere to yield and promotions procedures
• Follow PCI and cash handling policies; stay calm in busy periods
• Perform other duties as assigned

Skills

Interpersonal skills

Guest relations

Communication

Independent work

Confidentiality

MS Office

Multi-tasking

Positive attitude

Self-starter

Team collaboration

Shift flexibility

Standing/walking

Education

High school diploma or GED

Hotel/Casino experience (2+ years)

Tools

Hotel PMS

CMP

HOTSOS

Saflok

Sonifi

MS Word

MS Excel

Job description

General Summary

The primary responsibility of the Guest Services Representative is to provide memorable experiences to our guests. They focus on building loyalty by ensuring the highest level of guest satisfaction in the delivery and execution of services provided to guests during their visit. They maintain high standards of courtesy, efficiency, and professionalism, and possess strong problem‑solving and resolution skills. Responsibilities include maintaining a cash bank, balancing cash transactions, comprehensive knowledge of all property offerings, room types, availability, comping structure, and rates; managing cleanliness, supply levels, and safety; complying with service guarantees; selling rooms and promoting resort amenities; working independently; and communicating effectively.

Four Diamond Service Agreement

All Team Members will display a Four Diamond commitment to guest service through the delivery and maintenance of the Quality Standards established by PRC.

Key Responsibilities

• Comprehensive knowledge of Pechanga Resort Casino (PRC) property offerings, locations, amenities, hours of operation, services provided, packages, and rate plans.
• Respond to guest requests promptly, efficiently, and courteously during check‑in/check‑out and throughout their stay, providing Four Diamond Service.
• Maintain a cash bank by receiving and refunding cash on guest accounts. Complete shift closing accurately by obtaining appropriate approval signatures. Perform revenue drops or due backs from cash cage to maintain the assigned amount of the cash bank.
• Issue discretionary comps based off qualified play and comping limits.
• Create, update, and reprint club member accounts in the gaming system.
• Establish and maintain relationships with both external and internal guests of all levels.
• Perform standard check‑in/check‑out and complete billing within the Hotel system.
• Operate moderately complex computer systems (HMS, CMP, HOTSOS, etc.).
• Adhere to established yield management procedures with Casino Blocks, Direct Mail, Special Events, and promotions.
• Adhere to credit card PCI compliance policies and cash handling policies and procedures.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.
• Perform other duties as assigned.

Accountability

This position has no supervisory responsibilities. The Team Member is responsible for protecting the assets of PRC.

Qualifications and Guidelines

Education / Experience / Training

A high school diploma or general education degree (GED); minimum of two (2) years’ experience in a Hotel/Casino environment; or an equivalent combination of education and experience to successfully perform this job.

Communication Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of guests or Team Members of the organization.

Mathematical Skills

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

Reasoning Ability

Ability to solve practical problems and work with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

• Must qualify to obtain and maintain a Class “A” gaming license.

Skills / Abilities

• Excellent interpersonal and guest relations skills.
• Ability to read, understand, and evaluate casino play.
• Ability to work independently and use analytical skills to understand detailed guest reports.
• Maintain confidentiality of all player accounts.
• Efficiently operate moderately complex computer applications including but not limited to Hotel PMS, Bally’s CMP, Comp Calculator, Saflok, Hotsos, Sonifi, and all Microsoft Office applications including Word and Excel; ability to type 25 wpm.
• Ability to organize and prioritize work in order to meet deadlines.
• Ability to communicate effectively verbally and provide clear directions, instructions, and guidance while implementing and maintaining the standard and follow through with assigned tasks; provide clear directions to guests and PRC Team Members of all levels.
• Must demonstrate a positive attitude and manage stress in a fast‑paced and culturally diverse environment.
• Must be a self‑starter who is highly motivated and resourceful, and take directions and follow through with assigned tasks in a timely manner; ability to work independently.
• Must maintain a favorable working relationship with other departments to foster and promote a cooperative and harmonious work environment.
• Ability to multi‑task and cross‑train in various positions that pertain to the workload, duties, and services provided and offered by the department.
• Must be flexible to work nights, graveyard, weekends, and holidays.
• Must be able to stand for 8 – 10 hours at a time.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.