Front Desk Agent

Kalispel Tribe•Airway Heights, WA

10d

About The Position

The Front Desk Agent facilitates guest check-in and checkout at Northern Quest Resort and Casino and handles activities related to guest reservations. The role is responsible for delivering service in accordance with the resort’s objectives and established performance and quality standards. It requires a positive, guest-focused approach, accurate use of hotel property software, careful handling of guest and payment information, and cooperation with other hotel departments to support a seamless guest experience. The agent handles reservations and guest inquiries, processes transactions, maintains accurate accounts and cash balances, and provides information about the resort, casino, tribal businesses, and local area. The agent may also fill in for other hotel duties, including concierge services, hotel reservations, and the RV Resort front desk. This position has no supervisory responsibilities. The job description notes that duties may change and that management may assign other reasonable duties.

Requirements

High school diploma or general education degree (GED).
Three to six months of related experience and/or training.
Computer literacy, including working knowledge of Microsoft programs and other computer software.
Ability to read and comprehend instructions, short correspondence, and memos, and to write professional correspondence.
Ability to present information effectively in one-on-one and small-group situations to customers, clients, and employees.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to understand and carry out detailed but uncomplicated written or oral instructions and to handle problems involving a few concrete variables in standardized situations.
Ability to maintain effective working relationships with department heads and employees.
Excellent organizational, communication, and interpersonal skills; highly articulate.
Obtain and maintain the specified license or work permit.
Flexible availability, including nights, weekends, and holidays as required.
Meet the physical demands described, including standing, walking, using hands, reaching, communicating, and lifting or moving items weighing up to 50 to 70 pounds on occasion.

Nice To Haves

One to two years of related college courses.
Experience in a Four Diamond hotel.

Responsibilities

Comply with Kalispel Tribe of Indians internal controls and Northern Quest Resort and Casino policies and procedures.
Maintain a positive, upbeat, guest-focused attitude; anticipate guest needs and properly handle questions, concerns, and complaints.
Use hotel property software to maintain accurate reservation information and check guests in and out.
Record and verify reservation, billing, credit card transaction, and guest account accuracy, and prevent duplicate guest profiles.
Obtain information needed to assist guests quickly, accurately, and pleasantly.
Accurately process guest credit card information, tournament registrations, and gift card purchases.
Greet and register guests, assign rooms, and provide room keys.
Create and confirm hotel, RV, restaurant, transportation, and entertainment reservations and tour arrangements.
Answer telephones within three rings and respond to inquiries about the resort, casino, tribal businesses, and local area.
Coordinate with Valet and Bell Staff and share information with other departments to support successful operations and a seamless guest experience.
Upsell guest rooms, services, and amenities.
Post charges, including room, food, liquor, telephone, and ledger charges.
Maintain accurate cash handling and balance the bank at the end of the shift.
Know and follow Camas Club policies and procedures, hotel emergency procedures, safety procedures, and Loss Control Procedures.
Provide anticipatory, thoughtful service, note guest special requests, and show genuine interest and concern for guests.
Present a friendly, professional, unrushed approach in person and on the telephone; maintain professional conduct and proper interpersonal skills with customers and employees.
Provide exceptional service to customers and employees, work as a team to maintain high service standards, and maintain Four Diamond service standards.
Protect guest confidentiality and company assets.
Maintain regular attendance and punctuality.
Complete reasonable work requested by a manager or supervisor accurately and on time, and fill in for hotel duties as needed, including concierge, hotel reservations, and RV Resort front desk duties.
Perform other job-related duties as assigned.