Job Details

Guest Services Representative

Summary of Job Duties: As a Guest Services Representative, you will assist customers with telephone calls related to dispatch services while delivering the highest level of customer service and courtesy, this includes partnering with several departments in handling guest requests and ensure a resolution. All duties are to be performed in accordance with department and company policies, practices, and procedures.

Specific and Essential Responsibilities and Duties:

• Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker, and intra-department interactions in a fast-paced environment
• Provide dispatch services for guest requests related to luggage assistance; housekeeping amenities; wake-up calls; check outs; early arrivals and late departures; messages; paging; long distance assistance; and other special services requested by guests or administrative personnel
• Perform data entry for requested services in housekeeping, front desk, and facilities
• Inform guests of property functions and facilities upon request
• Keep property information on personnel and departments up-to-date in order to be knowledgeable about and to articulate on casino events, promotions, and amenities
• Continually read all departmental training material, including memos, and newsletters, and is responsible for knowing and understanding all material
• Maintain accurate records for all requests
• Maintain complete knowledge of all room service menu items. Recommend or suggest additional food items
• Ensure that customer requests are met and confirmed within the guidelines established by management
• Operate the TDD machine.
• Work with supervisor to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide management with important observations culled from many customer interactions offering suggestions to improve process, product or service offerings
• Take direction and make decisions as necessary
• Performs all other job related duties as assigned

General Job Responsibilities and Duties:

To perform the job successfully, an individual should demonstrate the following WOW! Factor Competencies:

• Relating to Customers Quickly build rapport and establishes relationships with friends. Relates well to different type of friends, listens and gets along well with them
• Quality Conscious - Provide a high level of service, maintain high standards and work hard to get it right the first time
• Drive/Aspiration Gets things done, willingly takes on the more demanding tasks, stays motivated.
• Stress Tolerant Remains calm under pressure. Reacts well to change and stays positive despite setbacks. Keeps work and personal difficulties in perspective
• Flexible Not resistant or afraid of change. Responsive and adaptable to situations and/or circumstances that would be different from the day to day routine
• Innovating Takes responsibility for own actions and uses good judgment before acting or making decisions.
• Quick Learning Gets things done, willingly takes on the more demanding tasks. Easily identifies potential difficulties and their causes
• Communicating Speaks confidently and fluently. Talks at the correct pace and level. Is understandable. Holds others' attention when speaking. Elicits necessary information to fully understand the needs, problems, and motives of customers
• Family Working Fits in with the work group or team. Develops supportive relationships with co-workers. Is considerate toward others and promotes a sense of Family spirit
• Cost Conscious Understands how Casinos make money and appreciates the impact of own work on profits

Minimum Requirements:

• One (1) year of high volume call center or customer service experience, or an equivalent combination of education, training and experience
• Effectively communicate in English, both in written and oral forms
• High school diploma or equivalent
• Work varied shifts, to include weekends and holidays

Preferred:

• Experience working in a similar hotel setting
• Experience with Opera

Machinery or Work Equipment Used:

• Multi-line telephone, fax machine, personal computer, printer, copier, paper shredder and scanner.

Paragon Tropicana is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Paragon Tropicana to provide equal employment opportunity regardless of race, religion, color, age, genetic information, disability, medical condition, national origin, ancestry, sex, sexual orientation, marital status, familial status, domestic partner status, citizenship status, pregnancy, military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities.