Job Information
Boyd Gaming LEAD GUEST SERVICE AGENT in Florence, Indiana
What would I be doing?
The incumbent in this position is responsible for providing superior service to both the internal and external customer. This position is responsible for maintaining an efficient and effective Hotel Front Office work group via direction from the Assistant Front Desk Managers. This position is responsible for providing training, assistance, and on-the-job work direction to the Guest Service Agents, Night Auditors, Bell Attendants, Valet Attendants and Ogle Haus to ensure accurate, exceptional and courteous room registration and check-outs. The incumbent is also responsible for welcoming and providing service to guests of the hotel. Provides general leadership and work direction of department team members, including but not limited to:
Organizing and assigning work
Prioritizing workload and assignments to ensure orderly and efficient completion by department team members
Directing department team members in the successful completion of assigned work
Enforcement of department and company policies
Instructing and training department team members in the successful performance of their duties
Other leadership and work direction duties as assigned by Management
Lead Persons do not perform managerial tasks such as performance reviews, hiring or terminations; although they may provide input to management regarding such matters.
Responsibilities
Provides superior guest service, positively affects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with coworkers.
Possesses complete knowledge of Hotel Front Desk, Call Center, Bell Attendant, Valet Attendant and Ogle Haus procedures and policies and assures their accurate execution.
Distributes shift work among Guest Service Agents, Night Auditors and assures the timely completion of work.
Handles guest complaints, concerns and hotel issues. Performs in a proactive manner and resolves all issues in a timely manner. Acts as an ambassador ensuring and monitoring that all Guest Service Agents and Night Auditors communications are positive and ensures return guests.
Assists in the on-going training and development of team members.
Oversees the handling of guest accounts including declined credit cards and non-zero balances. Acts as a billing agent for all charges posted through those accounts. Assures the proper handling of guest related services such as faxes and posting of charges to rooms.
Maintains knowledge of services offered and daily special events and in-house groups that affect operations at the Front Desk. Maintains communication with Housekeeping and VIP Services for special requests and early arrivals.
Provides accurate information on property along with property events and promotions to internal and external guests.
Responsible, with the Assistant Front Desk Managers, for handling same day VIP blocks and inventory management, monitoring occupancy status.
Monitor and review all group blocks in the hotel system to ensure efficient hotel reservations, room types, room requests, room pick-up, communicate block no shows to respective departments, etc.
Complete daily Leadership checklist and follow up on all email and phone inquiries throughout the day.
Oversee the operations of the hotel as Manager on Duty in the absence of Assistant Front Desk Managers or Hotel Front Office Manager.
Handle complex guest service situations such as room moves and unassigned reservations, act as communication center between guests and various internal departments to ensure guest satisfaction.
Ensures that the Front Desk is turned over to the oncoming shift in an efficient and orderly manner.
Bank out Agents and verify accuracy of Guest Service Agent’s banks and audit.
Perform as a Guest Service Agent when necessary.
Perform observations and discuss performance with team members.
Perform other duties as assigned by management.
What are we looking for?
Effective communication skills.
Must be able to obtain and maintain all licenses / certification per Federal, State, andGaming regulations.
Ability to use all equipment associated with the position including but not limited tokeyboards, multi-line telephones, fax machines, copiers, printers and key encoders.
Ability to use a computer effectively to access, understand an input guest information.
Ability to effectively communicate in English with guests and all levels of team members.
Ability to observe and direct actions of subordinates.
Complete working knowledge of Guest Service Agent’s duties required.
Ability to effectively and efficiently move around work area.
This position requires the incumbent to stand for the majority of an eight-hour shift.
Must be 21 years of age.
The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to two months of on-the-job training or related experience.
What would it be like to work at this property?
Belterra® is a classic but revolutionary casino resort situated on the scenic Ohio River near the Markland Dam in Switzerland County, Indiana. Belterra offers a first class gaming and resort experience featuring 38,000 square feet of gaming space, outstanding guest rooms and suites, seven delicious food venues, a shopping pavilion, full-service spa and salon, a 1,500-seat entertainment showroom, an 18-hole Tom Fazio designed golf course and more than 50,000 square feet of meeting and conference space.
Belterra Casino Resort is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, please contact us through the application site and describe the specific accommodation requested for a disability-related limitation.
Belterra Casino Resort
777 Belterra Drive
Florence, Indiana 47020-9402
What would it be like to be a Boyd Gaming Team Member?
Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry.
Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.
Corporate Mission
We, as members of Boyd Gaming Corporation, operate with only the highest degree of integrity, and rely on the competence and friendliness of each person in our organization to provide entertainment and service to satisfy our customers' wants.
Through teamwork, we strive to maximize shareholder value, to be among the leading companies in our industry and to provide opportunities for all while we support and enhance our communities.
Company Vision
Boyd Gaming is one of the nation’s leading casino entertainment companies. But we’re so much more – a Fortune 1000 company that retains the philosophy of a family-owned business, focused on creating long-term, sustainable growth for our shareholders. This philosophy defines and separates us from the competition, making us unique in our industry.
From our earliest beginnings in the 1970s, we made a commitment to our shareholders and our team members to create an operating style built around family. In a highly competitive industry, our Boyd Style of hospitality has come to define us in a most unique way.
Forging ahead in the coming years, we will remain focused on our three main goals: improving our operating performance, continuing to execute on our current growth strategy, and demonstrating our branding initiatives.
We remain confident in the strength of our Company to successfully meet whatever challenges lie ahead.
Requisition ID 2024-49018
Property BELTERRA CASINO RESORT
Category Hotel
Position Type Full-Time