Front Desk Agent

Kalispel Tribe Careers•Airway Heights, WA

11d•Onsite

About The Position

The Front Desk Agent facilitates guest check-in and check-out at the Northern Quest Resort and Casino hotel and handles activities relating to guest reservations. The role is expected to meet the resort’s established objectives, performance requirements, and quality standards, including Four Diamond service standards. The agent provides attentive, professional service to guests, responds to inquiries and concerns, anticipates needs, and helps ensure a seamless guest experience in coordination with Valet, Bell Staff, and other departments. The position uses hotel property software to manage reservations, check guests in and out, maintain accurate guest profiles and accounts, process billing and credit card transactions, and post charges. It also handles reservations and arrangements for hotel, RV, restaurant, transportation, entertainment, and tours; answers telephones and provides information about the resort, casino, Tribal businesses, and the local area. Additional duties may include concierge work, hotel reservations, and RV Resort front desk coverage. The position has no supervisory responsibilities. The role requires regular attendance and punctuality, compliance with Tribal and resort policies and internal controls, guest confidentiality, hotel emergency and safety procedures, and protection of company assets. Employment is at will. Applicants and employees may be subject to background investigations and drug testing. The Kalispel Tribe of Indians applies Indian preference in hiring, promotions, and transfers, in the stated order of preference.

Requirements

High school diploma or GED.
Three to six months of related experience and/or training.
Computer literacy, including working knowledge of Microsoft programs and other computer software.
Highly articulate, with the ability to read and understand instructions, short correspondence, and memos.
Ability to write professional correspondence and present information effectively in one-on-one and small-group situations.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to understand and follow detailed but uncomplicated written or oral instructions and solve 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.
Obtain and maintain the required license or work permit level.
Flexible availability, including nights, weekends, and holidays as required.

Nice To Haves

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

Responsibilities

Ensure compliance with Kalispel Tribe of Indians internal controls and Northern Quest Resort and Casino policies and procedures.
Maintain a positive, upbeat, guest-focused attitude; respond to guest questions, needs, concerns, and complaints, and anticipate guest needs.
Use hotel property software to maintain accurate reservation information and to check guests in and out.
Record and verify reservation, billing, credit card, and guest account information; maintain accurate guest records and prevent duplicate profiles.
Obtain information needed to assist guests quickly, accurately, and pleasantly.
Accept and 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 guest inquiries about the resort and casino, Tribal businesses, and the local area.
Coordinate with Valet and Bell Staff to support a seamless guest experience.
Upsell guest rooms, services, and amenities.
Post room, food, liquor, telephone, and ledger charges.
Handle cash accurately and balance the bank at the end of the shift.
Know the Camas Club and its policies and procedures.
Provide anticipatory service, record guests’ special requests, and demonstrate genuine interest and concern for guests.
Maintain a friendly, professional, unrushed manner in person and on the telephone.
Provide exceptional service to customers and employees; conduct oneself professionally and use appropriate interpersonal skills.
Work with associates and share information across departments to support service standards and successful performance.
Follow guest confidentiality standards, hotel emergency procedures, safety and loss-control procedures, and company asset-protection requirements.
Maintain regular attendance and punctuality.
Complete reasonable work requested by a manager or supervisor accurately and on time.
Cover other hotel duties as needed, including concierge duties, hotel reservations, and RV Resort front desk work.
Perform other job-related duties as assigned and follow company policies.