ROK-RESERVATIONS REPRESENTATIVE

Rocky Gap Casino Resort; Flintstone (MD); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Paid time off

Health, vision, and dental benefits

401(k) plan with match

Job summary

Rocky Gap Casino Resort in Maryland seeks a Guest Services Associate to provide accurate information about hotel policies, services and amenities to guests, ensuring exceptional service and satisfaction. You will manage reservations for rooms, spa appointments and golf tee times, respond promptly to inquiries, post deposits or refunds, and coordinate with Security or EMS when needed.

The role requires excellent communication, teamwork, and the ability to work across shifts in a busy resort

Qualifications

• High School Diploma or equivalent required.
• Minimum 6 months of experience preferred; hotel/motel experience preferred.
• Excellent communication and polite presentation.
• Ability to work all shifts and in fast-paced environments.

Responsibilities

• Provide accurate information about hotel policies, services and amenities.
• Assist guests with reservations for rooms, spa and golf tee times.
• Respond to guest requests courteously and promptly.
• Post deposits and refunds to reservations.
• Handle inbound/outbound calls and support guest inquiries.
• Coordinate with Security and EMS if needed.
• Maintain high level of service and guest satisfaction.
• Other duties as assigned.

Skills

Communication skills

Teamwork

Problem solving

Guest service

Numerical ability

English literacy

Education

High School Diploma or equivalent

Job description

Responsible for providing accurate, timely information to guests about hotel policies, services and amenities, ensuring optimum guest service and satisfaction.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Maintains a working knowledge of casino facilities, amenities, room types, as well as current and upcoming casino and local special events in order to advise guest of the same, whenever possible.
• Responds to guests’ requests or inquiries courteously and promptly.
• Posts advanced deposits and /or refunds to guests’ reservations.
• Receives inbound calls and makes outbound calls as directed.
• Makes guest reservations in the property’s computer system for hotel rooms, spa appointments and golf tee times.
• Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
• Ensures a maximum level of service and satisfaction is achieved and maintained.
• All other duties as assigned.

REPORTING LINE

You will report directly to the Marketing Supervisor and then the Marketing Manager.

QUALIFICATION REQUIREMENTS

• Must have excellent communication skills, be polite, and present a neat appearance at all times.
• The ability to work with others as a team in an efficient manner.
• The ability to apply common sense reasoning to variety of situations
• Proven experience providing high level of guest service
• The ability to add and subtract two-digit numbers and to multiply and divide
• The ability to read, write, comprehend simple instructions, short correspondence, and memos in English
• The availability to work all shifts.
• The ability to work in a fast-paced environment and stressful situations.
• Must be at least 18 years old.
• Must be able to pass a background investigation and obtain and maintain all work cards as required by the company.
• The ability to verify the right to work in the United States.

EDUCATIONAL AND/OR EXPERIENCE

High School Diploma or equivalent. A minimum of 6 months of experience preferred. Previous hotel/motel experience preferred.

PHYSICAL DEMANDS

Ability to stand, walk, and move throughout the property for prolonged periods of time. Ability to push, pull, bend, reach , twist, and sit for extended periods of time. Constant use of hearing, speech, vision (including distinguishing between shades of color), radios, and tools or equipment requiring a high degree of dexterity.

WORK ENVIRONMENT

Will be exposed to working in a noisy environment.

Our company offers a fun work environment, opportunities for professional growth, paid time off accrual and benefits, including single or family health, vision, and dental benefits, and access to emergency care for eligible team members. 401(k) plan with match available for permanent positions after 90 days.