LEAD GUEST SERVICE AGENT
Ameristar Casino East Chicago - East Chicago, IN

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Position Summary The Lead Guest Service Agent is responsible for efficient, courteous and attentive service to all guests, not only during check-in and check-out but also during the entire length of their stay.

Duties and Responsibilities
  • Acts as a leader of the department working with and on behalf of the supervisory team.
  • Keeps team members and department leaders well informed about hotel operations.
  • Provides training and insight to guest service agents.
  • Resolves guest issues and concerns.
  • Responsible for the accurate check-in and check-out of each guest.
  • Ensures that all guest contact is courteous, informative and thorough.
  • Ensures that rooms are clean prior to issuing keys.
  • Responsible for posting charges, settling folios for individual, groups and due-outs communicated through Housekeeping.
  • Receives cash, checks, credit cards and comps in payment. Obtains proper approval and authorization.
  • Maintains an operating bank, renders bills and issues change.
  • Provides reservations for Casino/Hotel guests which include airline, restaurants, and special events both on and off the property.
  • Ensures the timely delivery of all messages, mail and packages left for guests and departments within the Hotel/Casino.
  • Responsible for the control of safe deposit transactions.
  • Works closely with the executive hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements.
  • Empowered to ensure guests’ problems/concerns are resolved in a prompt, courteous and efficient manner.
  • Maintains knowledge of Hotel, Community and Special events in order to provide guests with superior service.
  • Authorized to verify pre-approved room comping levels and authorized to change incorrect information.
  • Performs duties of Bell Persons and telecommunications agents as required.

JOB REQUIREMENTS:

Required Knowledge and Skills
  • Strong computer skills with proficiency in Microsoft Word, Officer, EXCEL, and LMS preferred.
  • A strong working knowledge of Northwest Indiana/Greater Chicagoland attractions is beneficial.
  • Must be able to stand/walk 100% of shift.
  • Ability to sustain a high level of confidentiality and professionalism
  • Ability to maintain a high level of energy.
  • Demonstrate strong leadership and organizational skills.
  • Ability to communicate written and verbal information effectively.
  • Ability to provide excellent customer service skills.
  • Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.
  • High school diploma or equivalent required
  • Prior hospitality or related industry experience preferred. Must be able to obtain and maintain an Indiana Gaming Commission License at all times.

Required Natural Behaviors
  • Ability to sustain a high level of confidentiality and professionalism
  • Ability to maintain a high level of energy.
  • Demonstrate strong leadership and organizational skills.
  • Ability to communicate written and verbal information effectively.
  • Ability to provide excellent customer service skills.
  • Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.

Required Education and Work Experience
  • High school diploma or equivalent required
  • Prior hospitality or related industry experience preferred.

Ameristar Casinos - 12 months ago - save job - block