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Job Title:   Guest Services Representative
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Mandalay Bay
455191
Hotel Front Desk/Concierge/VIP
On Call
21 and over
04
 

JOB DESCRIPTION:
  • Guest Interaction.
  • Resolving Customer Service Issues.
  • Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
  • Provide excellent service consistent with the property’s core service standards and brand attributes.
  • Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a cooperative and harmonious resort environment.
  • Proactively seek to provide refined luxury service ensuring guest satisfaction.
  • Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
  • Organize tasks and take meaningful action in solving practical problems.
  • Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
  • Be knowledgeable of Hotel information to answer guest inquiries.
  • Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
  • Assist guests at the front desk when needed by checking them in and out.
  • Provides quotes for room rates and up sells to the guest when possible.
  • Controls and issues keys to rooms.
  • Assists in coordination of guest requests with Front Desk, Engineering and Housekeeping Departments.
  • Determines if guests are eligible for Hotel credit.
  • Verifies that the correct charges and credits are posted to the corresponding guest folio.
  • Collects payment for charges on the guest folio.
  • Ensures all payment methods are accounted for and balanced at the beginning and end of each work shift.
  • Responds to guest inquiries.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. 
  • Completes all duties in accordance with standards and procedures.
  • Performs all other relevant duties as assigned.

JOB REQUIREMENTS:
Required:
  • At least 1 year continuous face-to-face guest service experience.
  • Strong analytical and creative thinking skills.
  • Excellent communication, presentation, and computer skills.
  • Maintain a positive attitude to deal effectively with guests, management, and employees.
  • Ability to maintain confidential information.
  • Excellent customer service skills.
  • Able to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • Working with PC software programs (MS Word, Excel).
  • High school diploma or equivalent.
  • Able to effectively communicate in English, in both written and oral forms.
Preferred:
  • Previous experience working in a similar resort setting.

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