Hotel Reservations & Guest Services Specialist

Rising Star Casino; Rising Sun (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Rising Star Casino in Rising Sun, Indiana, is seeking a Guest Services Center Agent to deliver exceptional service at the Front Desk, PBX and Guest Services. You will handle reservations, check-ins/outs, promote promotions, assist with luggage, greet group guests, and ensure accurate data entry across hotel and casino systems; weekend/evening availability required.

Join a team that emphasizes satisfaction, togetherness, appreciation and recognition, while maintaining regulatory compliance and a

Qualifications

• Experience as Guest Service Center Agent or similar is required.
• High school diploma or equivalent.
• Excellent customer service skills with strong verbal and written communication.
• Must be able to work weekends, evenings and holidays.
• Indiana Gaming Commission Occupational License – Level 2 required.
• Must pass Rising Star Hotel Comping Test.

Responsibilities

• Provide superior service to all customers.
• Answer and assist calls within Guest Services, PBX and Front Desk.
• Accurate reservations input into property reservations system.
• Accurate check-in and check-out of hotel guests.
• Aim to maximize occupancy and rate goals daily.
• Assign casino patrons to promotions or event blocks with entries.
• Accurate data entry into hotel and casino systems.
• Complete daily reports and checklists.
• Greet group guests visiting the property.
• Assist with baggage and coat check.
• Notify supervisors of inventory shortages with blocks.
• Follow Self-Reporting Policy for any violations.

Skills

Customer service

Verbal communication

Written communication

Detail oriented

Education

High school diploma

Tools

Hotel/Casino systems

Job description

• Provide superior service to all customers.
• Answer and assist all calls presented within the Guest Services, PBX and Front Desk areas.
• Accurate reservations input into property reservations system.
• Accurate checking in and checking out/posting of hotel guests.
• Responsible for the daily maximization and occupancy and rate goals.
• Responsible for assigning casino patrons to the correct promotion or event blocks along with the appropriate number of entries.
• Responsible for accurate data entry into all hotel and casino systems.
• Complete daily reports and checklists.
• Deliver/sort mail; bulk mailings.
• Notify the Hotel Supervisor of any inventory shortages with room blocks or event blocks.
• Assist in baggage and coat check customer service.
• Greet group guests visiting the property.
• Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)
• Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.
  
  

Essential Job Functions

• Provide superior service to all customers.
• Answer and assist all calls presented within the Guest Services, PBX and Front Desk areas.
• Accurate reservations input into property reservations system.
• Accurate checking in and checking out/posting of hotel guests.
• Responsible for the daily maximization and occupancy and rate goals.
• Responsible for assigning casino patrons to the correct promotion or event blocks along with the appropriate number of entries.
• Responsible for accurate data entry into all hotel and casino systems.
• Complete daily reports and checklists.
• Deliver/sort mail; bulk mailings.
• Notify the Hotel Supervisor of any inventory shortages with room blocks or event blocks.
• Assist in baggage and coat check customer service.
• Greet group guests visiting the property.
• Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)
• Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.
  
  

Other Job Functions

• Perform miscellaneous duties as assigned.
• Maintain complete knowledge of departmental policies, procedures and service standards.
  
  

Job Qualifications

• Experience Required: Guest Service Center Agent or similar experience.
• Education Required: High school diploma or equivalent.
• Skills, Knowledge and/or Abilities Required: Professional and positive demeanor. Excellent customer service skills, outstanding verbal and written skills, detail oriented. Ability to communicate clearly and accurately with all external & internal customers. Must be able to work weekends, evenings and holidays. Knowledge of hotel and casino system helpful. Able to prioritize tasks and adapt to change as necessary. Strong computer skills.
• Licenses, Certifications, Bonding, and/or Testing Required: Indiana Gaming Commission Occupational License – Level 2.
• Other Specialized Requirements: Must be able to pass Rising Star Hotel Comping Test.