Central Services Representative (Hotel) (Full-Time)

JOB DESCRIPTION
Position Title: Central Services Representative
Department: Hotel
Employment Classification: Non-Exempt
Position Summary/General Description:
A Central Services Representative coordinates all aspects of hotel room reservations and maintains quality telephone service at all times while ensuring efficiency, first class service and accommodations.
Expectations:

• Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
• Act as a role model within and outside the corporation.
• Maintain a positive and respectful attitude toward customers and co-workers.
• Consistently report to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• In a friendly, efficient and professional manner perform PBX duties such as but not limited to: Coordinate/process hotel room reservations; answer incoming/outgoing telephone calls Receive internal and external calls in order to answer questions, direct calls or provide general information, transfer calls to appropriate guest rooms, staff or departments; record and relay complete and accurate messages for hotel guests; offer a variety of services to accommodate guests; handle guest requests, complaints or service recovery issues, communicate complaints to appropriate department/manager.
• Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.
• Communicate on a daily basis with the central services manager, central services lead and front desk supervisor, to stay informed on all guest related issues.
• Sell rooms as needed to reach occupancy goals.
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.
• Resolve problems/conflict in a professional, diplomatic and tactful manner; maintain strict confidentiality when handling sensitive information.
• Make quick decisions in a fast past environment.
• Adhere to departmental procedures, safety rules and health regulations.
• Communicate with area hotels to establish occupancy, rates and up-selling opportunities.
• Utilize approved ways of improving guest satisfaction and work applications.
• Request supervisor assistance when needed.
• Participate in Laguna Development Corporation meetings and events as scheduled.
• Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.
• Follow selling strategies to insure maximum occupancy within designated market segments.
• Build relationships and loyalty with guests both in person and on the phone through sincere and meaningful interactions (e.g., learn guests' names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests from arrival to the property through departure; and provide fast and friendly service to guests).
• Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).
• Develop a thorough knowledge of hotel staff, services, room locations, room types and rates, group business, amenities, and surroundings, hours of operation for hotel and casino, providing accurate directions and information for guest inquiries about promotions and special events.
• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).
• Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.
• Work with the Security department in emergency situations. Demonstrate a complete understanding of all emergency procedures and is able to implement these procedures immediately if a situation should arise (bomb scares, emergency evacuation, etc.).
• Receive and record wake-up call requests. Perform wake-up calls in a timely manner.
• Knowledgeable with the Players Club and encourages all guest to utilize this service.
• May cross train with the Front Office and assist when necessary.
• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience:

• High School diploma or GED Certification preferred.
• Must have one year of relevant experience in a guest service or related field, preferably in the hospitality, hotel or casino industry.
• Six (6) months of clerical work experience.
• Six (6) months previous experience as a PBX Operator preferred.
• Multilingual speakers area plus.

Licensing & Certification:

• None.

Computer Equipment, Software, Machinery:

• Proficient in basic computer skills (e.g., Word, Excel, PowerPoint, Outlook).
• Proficient with basic office equipment (e.g., computer, photocopying and faxing).
• Proficient with OPERA and PBX (multi-line telephone system).

Essential Physical Requirements:

• Requires the ability to hear, sit, talk, turn/twist, hear and repetitively use hands 51-100% of the time.
• Requires the ability to stand 25-50% of the time.
• Requires the ability to balance/climb, bend over, crawl, crouch/stoop and reach overhead 1-24% of the time.
• Requires the ability to push/pull, carry, lift, slide/transfer 1-50+ lbs. 1-24% of the time.

Essential Mental Demands:

• Requires the ability to interpret data 51-100% of the time.
• Requires the ability to solve problems, organize, plan and read 25-50% of the time.
• Requires the ability to make decisions, and write 1-24% of the time.

Supervisory Responsibilities:

• None.

Work Environment (inside/outside):

• The job is performed indoors with exposure to fumes (e.g., cigarette smoke, odors, and chemicals) and occasional exposure to loud noises and confined areas.

Other Requirements:

• Must pass a pre-employment alcohol/drug screening.