Agent Guest Relations

Responsible for providing outstanding guest service when checking guests in and out, booking reservations, providing information and additional services to guests as needed. Attends to guests needs and resolves guest problems. Issues keys and processes payments. Works to ensure maximum guest satisfaction at all times. Assists as needed to ensure maximum inventory is available.

Core Responsibilities:

• Responsible for practicing, supporting, and promoting San Manuel and AAA service standards.

• Utilizes empowerment when handling guest opportunities and makes critical guest related decisions.

• Generates and analyzes daily/weekly detailed reports.

• Maintains room inventory.

• Actively supports all group functions including maintaining resumes, agenda and serves as a liaison between the meeting planner and the hotel.

• Designated to instruct new Team Members regarding company standards and procedures.

• Welcome all guests upon arrival.

• Perform all check-in functions according to hotel policies and procedures, including but not limited to early check-ins, late check-ins, and walk-ins, and ensure proper payment.

• Perform all checkout functions according to hotel policies and procedures, including but not limited to accepting payment by check, charge, cash, and direct bill payments.

• Accept, sort, and distribute all messages, small packages and mail for guests at Palms Place.

• Produce, generate and distribute all required reports including but not limited to room reports, bucket checks and VIP reports.

• Produce keys for guests in accordance with security procedures.

• Post charges to guests' accounts and perform other cashier functions, including but not limited to exchanging currency.

• Respond to guests' special requests including but not limited to providing extra towels, cots, and newspapers, or direct the request to the appropriate department.

• Inspect all equipment and report any problems to appropriate personnel. Follow up to ensure that the problem is corrected.

• Interact with guests, co-workers and management in a courteous and professional manner.

• Maintain a clean and safe work environment.

• Use analytical skills to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Interpret and follow instructions provided in written, oral, and diagrammatic or schedule form.

• Perform other job duties as requested.

Qualifications:

• High school or equivalent education preferred.

• Two to three years of customer service or reception experience preferred.

• At least two years of front desk experience in a similar first-class hotel preferred.

• Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.

• Be able to answer phones quickly, courteously and in a professional manner.

• Ensure that guests' business is kept confidential.

• Be able to operate computerized front office system.

• Comprehend and follow instructions, make decisions without supervision, and prioritize tasks in order to meet appropriate deadlines.

Physical Demands:

• Work is performed in a lounge and office setting.

• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

• May be exposed to smoke.

• The noise level in the work environment is usually moderate to loud.

• Constant contact with executives, department management, team members, and guests.

• Prolonged sitting or standing and mobility.

• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally.

• Eye/hand coordination.

• Use of standard office equipment.

• Ability to distinguish letters, numbers, and symbols.

• May be required to work evening, weekends and holiday shifts.

Equal Opportunity Employer:

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!