Job Title:   Guest Service Agent
Twitter shareFacebook shareLinkedIn share
Ameristar Casino East Chicago
East Chicago, IN
Hotel Operations


Position Summary

This position operates Front desk services and PBX switchboard in a prompt, courteous, and efficient manner.
  • Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services and amenities available as well as any special targeted player events.
  • Greet, register, and assign rooms to guests.
  • Compute bills, collect payments, and make changes accurately for the guests
  • Post charges to guests' bills.
  • Make and confirm room reservations for guests
  • Keep records of room availability and guest accounts, manually or by computer
  • Maintain money bank is kept accurate to a certain value.
  • Redeems guest comp hotel offers presented by guests at check in.
  • Ability to view and add comments in CMS.
  • Establishes and maintains positive customer contact in all VIP interactions,at the front desk and on the telephone.
  • Handles difficult customer interactions with high-end players, and directs mid to high end customer disputes to the appropriate authority.
  • Must possess excellent telephone etiquette. 
  • Coordinates paperwork for complimentaries including room, food and beverage, special events and transportation for casino hosts, player development executives and casino personnel.
  • Ensures guest contact is courteous, informative and thorough.
  • Must possess skills as a problem solver in stressful situations as well as being task oriented with multiple responsibilities. 
  • Able to form positive relationships with external guests to communicate amenities information along with internal guests in order to communicate all aspects of VIP Services. 
  • Performs duties of guest service agent, operator, reservationist, and Bell Person as needed.
  • Must be able to work a flexible schedule including nights, weekends, holidays and fluctuating days off.
Required Knowledge and Skills
  • Previous customer service experience required. 
  • Preferred hospitality experience.
  • Excellent administrative skills and communication skills required. 
  • Preferred knowledge of computer programs such as CMS, LMS, ARTS, and Microsoft Office. 
  • Must be able to handle multiple tasks and be flexible with scheduling requirements.
  • Must be able to lift/move up to 100 pounds and possess the mobility and dexterity required to meet the demands incumbent to this position.
  •  Must be able to stand/walk 100% of shift.

Required Natural Behaviors
  • Ability to sustain a high level of confidentiality and professionalism.
  • Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
  • Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
  • Highly organized and detail-oriented.
Required Education and Work Experience
  • High school diploma or GED required.
  • Some previous experience preferred but not required.
  •  Ability to maintain a neat, clean and well-groomed appearance.
Job Search Email a Friend
If you need reasonable accommodation to complete the on-line application, please contact the property Human Resources Department or email for technical support during the application process.