Guest Services Agent - TEMPORARY Full Time

CEDCO: The Mill Casino Hotel & RV Park and Tribal One/ORCA Communications North Bend, OR
BASIC FUNCTION (the primary purpose of this position):

Responsible for providing exemplary guest service for the hotel. Handles registration, room assignments, check out, check in, cashiering, room service order taking, & various concierge functions in a friendly, professional manner to encourage repeat business.


* Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.

* Registers arriving guest, assigning rooms, issuing keys, and coordinating guest services with the bell staff, and housekeeping in a friendly manner.

* Updates guest accounts to accurately reflect room service, phone usage and any other charges.

* Maintains the neat appearance of the front desk at all times.

* Responds in a timely manner to all guest requests, special needs and information regarding the property or outlets.

* Resolves or refers to management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.

* Registers all arriving guests to RV Park after RV office closes.

* Imputes guest information into the Check Cashing System.

* Processes all Room Service Orders through MICROS.

* Represent The Mill Hotel professionally and positively on the telephone and in person.

* Provide excellent guest service and hospitality to Mill Hotel guests.

* Work with concierge to coordinate VIP arrivals and requests.

* Work closely with the Gold Club Hosts, Gold Club Executive Host, and Player Development Manager to ensure accuracy of guest/group bookings.

* Responsible for knowing rates to be quoted daily and for future reservations.

* Employs sales techniques in order to upsell and close the reservation process.

* Reserve any special accommodations as requested by the guest; properly input and confirm with caller reserved information.

* Completes required paperwork as designated by the department.

* Use appropriate greetings, listen to and responds to guests needs appropriately.

* Provides information to guests about the property, promotions, programs, events, and benefits.

* Perform Data entry, clerical, and filing duties.

* Foster relationships and promotes use of Millionaire Club Program and membership.

* Assist players with information on services available and coordinates all necessary arrangements as required.

* Arranges trips to the property, either through a network of representatives or directly with the customer, on a group or individual basis.

* Makes individual hotel, show, restaurant, golf, and transportation reservations/arrangements.

* Utilizes Super Playmate, and Opera systems to extract data for required information.

* Maintains security and confidentiality of files, records, and lists.

* Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.

* Offers alternatives to guests as deemed appropriate.

* Adhere to regulatory, departmental and company policies in an ethical manner.

* Anticipate and provide for guest needs in advance of request.

* Assist in coordinating and executing special events and Gold Club promotions.

* Provide personalized service for AEP and Gold Club guests.

* Responsible for adhering to departmental and company performance standards.

* Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.

* Stay informed about all property events, initiatives, products, and services focused on and/or relating to Gold Club guests.

* Consistently demonstrates the inclusion of Million Dollar Service in each interaction, including face to face and/or over the telephone.

* Follows proper phone protocols and property transfer procedures.

* Other duties as assigned.

POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):

* Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies

* Native American preference provided.

* High School graduate or GED required.

* Previous hotel related experience desirable.

* Previous computer experience preferred or the ability to learn and apply menu driven programs.

* Ability to solve practical problems and deal 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.

* Excellent phone voice, computer experience essential, including all Windows applications.

* Preferred front desk and/or 2 years customer service experience.

* Knowledge of the Millionaire$ Club Program and comping criteria a plus.

* Must have excellent writing and proof reading skills. Previous experience required.

* Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.

* Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.

* Must possess a pleasant and easily comprehensive voice.

* Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.

* Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.

* Able to read, write, speak and understand English;

* Able to work flexible hours, varying shifts, holidays and weekends.

* Ability to work in a highly structured and measured environment.

* Must be able to work in a fast paced environment while maintaining a low level of stress.

* Ability to memorize data concerning various events, promotions, and services.

* Maintains a high level of quality and accuracy in their performance.

* Communicate in a professional and poised manner, using crisp. Clear and concise language.

* Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.

This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.