Guest Services Agent

Let's Be Friends!

At The Mill Casino, there's nothing better than being around your friends, and that's exactly the atmosphere we want to create here. We want team members to feel like they're welcomed with the unique experiences and growth we can offer. Come be part of the special atmosphere and hospitality of the hotel, or the welcoming, fun and friendly character of the restaurants and casino. Join our team in its dedication to be the leading destination for gaming and hospitality on the beautiful, southern Oregon coast!

GUEST SERVICES AGENT:

BASIC FUNCTION (the primary purpose of this position):

Responsible for providing exemplary guest service for the hotel. Handles registration, room assignments, check out, check in, cashiering, room service order taking, & various concierge functions in a friendly, professional manner to encourage repeat business.

PRINCIPAL ACTIVITIES & RESPONSIBILITIES:

• Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
• Registers arriving guest, assigning rooms, issuing keys, and coordinating guest services in a friendly manner.
• Updates guest accounts to accurately reflect recurring and incidental charges.
• Maintains the neat appearance of the front desk at all times.
• Resolves or refers to management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
• Inputs guest information into the Check Cashing System.
• Represent The Mill Hotel professionally and positively on the telephone and in person.
• Work with Front Office Supervisor to coordinate VIP arrivals and requests.
• Work closely with the Mill Club Hosts and Player Development Manager to ensure accuracy of VIP guest bookings.
• Responsible for knowing rates to be quoted daily and for future reservations.
• Employs sales techniques in order to upsell and close the reservation process.
• Completes required paperwork as designated by the department.
• Use appropriate greetings, listen to and responds to guests needs appropriately.
• Provides information to guests about the property, promotions, programs, events, and benefits.
• Utilizes V1 system to extract data for required information.
• Maintains security and confidentiality of files, records, and lists.
• Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.
• Offers alternatives to guests as deemed appropriate.
• Adhere to regulatory, departmental and company policies in an ethical manner and adhere to departmental and company performance standards.
• Anticipate and provide for guest needs in advance of request.
• Assist in coordinating and executing special events and Mill Club promotions.
• Provide personalized service for Mill Club guests.
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
• Stay informed about all property events, initiatives, products, and services focused on and/or relating to Mill Club guests.
• Consistently demonstrates the inclusion of Million Dollar Service in each interaction, including face to face and/or over the telephone.
• Follows proper phone protocols and property transfer procedures.
• Responsible for inter-departmental training.
• Other duties as assigned.

POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):

• High School graduate or GED preferred.
• Previous hotel related experience desirable. Prefer front desk and/or 2 years customer service experience.
• Must have excellent writing and proof reading skills. Previous experience required.
• Excellent phone voice; must possess a pleasant and easily comprehensive voice. Ability to communicate in a professional and poised manner, using crisp, clear and concise language.
• Computer experience essential, including all Windows applications. Previous hotel reservation experience is a plus.
• Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
• Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
• Knowledge of the Mill Club Program and comping criteria a plus.
• Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
• Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
• Able to read, write, speak and understand English;
• Ability to work in a highly structured and measured environment with a fast pace of work.
• Ability to memorize data concerning various events, promotions, and services.
• Maintains a high level of quality and accuracy in performance.
• Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
• Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies

This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.