GENERAL SUMMARY
Under general supervision, the Guest Services Representative maintains club player relations and seeks to establish new player relationships while engaging in a variety of guest services.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
• Establish and maintain relationships with both external and internal guests of all levels.
• Develop close working relationships with Rewards Club and Player Development team members.
• Ensure the highest level of customer satisfaction in the delivery and execution of services for both external and internal guests either by face to face interactions and/or via incoming calls.
• Manage in-house and out-house phone calls to maintain club player relations (i.e. room and event reservations, food and room comps, etc.)
• Analyze daily Arrival and Departure reports to make calculated decisions to enhance the customer experience.
• Respond to customer requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Create new club member accounts during check-in and check-out processes.
• Confirm and document all personal information in Opera and CMP for accommodations through the evaluation of their casino status.
• Maintain complete knowledge of Pechanga Daily, room types and locations, room rates, availability, special packages and promotions, concerts, events, daily house counts, any in house group activity.
• Use existing resources to gather pertinent information relating to the operations of the casino and hotel to answer questions while assisting guests.
• Execute all guest inquires in a positive and articulate manner by listening and responding in a timely manner.
• Issue vouchers in Bally’s CMP in response to guest requests of hotel accommodations, meals, and other amenities.
• Adhere to established yield management procedures with Hotel availability and Casino Marketing room blocks.
• Thoroughly understand and adhere to proper credit card, traveller check cashing and cash handling policies and procedures, this is to manage and monitor all guest accounts to ensure adherence to resort credit limits.
• Maintain a cash bank, by receiving and refunding cash on guest accounts or making change. Complete shift closing accurately by obtaining appropriate approval signatures and authorization codes. Perform revenue drops or due backs from cash cage to maintain the assigned amount of the cash bank.
• Ensure that all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded and reported and accurately reflected in Opera and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other employees. Resolve customer concerns and complaints by conducting thorough investigations and determining the most effective solutions all while being efficient and courteous.
• Comply with all PRC and Departmental SOPs and Service Guarantees
• Perform additional tasks as directed by management
• Protect the assets of PRC


ACCOUNTABILITY: This position does not have supervisory responsibilities.


QUALIFICATIONS AND GUIDELINES


EXPERIENCE/TRAINING/EDUCATION: A High school diploma or general education degree (GED); and one year related experience; or equivalent combination of education and experience to successfully perform this job.
COMMUNICATION SKILLS: This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. Furthermore, this position also requires the ability to speak effectively before groups of customers or employees of the organization.

MATHEMATICAL SKILLS: This position requires the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. This position also requires the ability to apply concepts of basic algebra.
REASONING ABILITY: This position requires the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. This position also requires the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:
• Must be able to obtain a Class “A” gaming license

SKILLS/ABILITIES:
• Must be able to work independently and use analytical skills to understand detailed guest reports.
• Must be a self-starter who is highly motivated and resourceful and take directions and follow through with assigned tasks in a timely manner.
• Ability to learn and efficiently operate moderately complex computer applications required to perform duties.
• Ability to type 25 wpm.
• Ability to communicate effectively verbally to the public and in writing in order to provide clear directions to guests and PR&C team members of all levels.
• Maintain a favorable working relationship with other departments to foster and promote a cooperative and harmonious work environment.
• Ability to work independently by prioritizing the workload to ensure completion in a timely manner.
• Ability to multi-task and cross train in various positions that pertain to the work load, duties and services provided and offered by the department.
• Must be able to work with a positive attitude and manage stress in a fast paced and culturally diverse environment.
• Must be flexible to work nights, graveyard, weekends and holidays.
• Must be able to stand 8 – 10 hours at a time.

OTHER QUALIFICATIONS:
• Must possess excellent phone guest service skills.
• Must possess a professional demeanour and vocabulary.
• Must have a pleasant personality and present a professional image when assisting guests.