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Guest Service Agent
Ameristar Casino East Chicago
East Chicago, IN
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.