Guest Services Agent

Ko-Kwel Casino Resort Coos Bay • North Bend, OR

4d • Onsite

About The Position

At Ko-Kwel Casino Resort, we know the best experiences start with a warm welcome. Whether you're arriving for a relaxing getaway or clocking in for your shift. Here, hospitality is personal, teamwork is real, and people genuinely look out for one another. When you join our team, you're stepping into a workplace where you can learn, grow, and take pride in creating memorable moments across the entire property. We bring energy, heart, and professionalism to everything we do, by building not only unforgettable guest experiences, but a workplace we're proud to call our own. Be part of a team that's shaping one of the premier destinations for gaming and hospitality. A place where guests and team members alike feel right at home on Oregon's beautiful southern coast and beyond. The Guest Service Agent is the welcoming face of the hotel, creating a positive first impression and ensuring every guest feels valued and cared for. This role provides friendly, professional, and attentive service while managing check-ins, check-outs, reservations, concierge requests, and guest inquiries. By anticipating needs and delivering personalized service, the Front Desk Agent helps create memorable experiences that encourage guests to return again and again. What you bring to the table Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee. Register arriving guests, assigns rooms, issues keys, and coordinates guest services with warmth and professionalism. Update guest accounts accurately to reflect all recurring and incidental charges. Maintain a neat, organized, and welcoming appearance of the front desk at all times. Resolve guest concerns, complaints, or suggestions-or refers them to management when appropriate-to ensure superior guest service. Input guest information into the Check Cashing System accurately and efficiently. Represent the resort positively and professionally, both in person and over the telephone. Coordinate with the Front Office Supervisor to manage VIP arrivals and special requests. Collaborate with Mill Club Hosts and the Player Development Manager to ensure VIP guest bookings are accurate and seamless. Know daily rates and future reservations to provide timely and accurate information to guests. Use sales techniques to upsell services and close the reservation process when appropriate. Complete all required paperwork as designated by the department. Greet guests warmly, listens actively, and responds to their needs with care and attentiveness. Provide guests with information about the property, promotions, programs, events, and benefits. Utilize the V1 system to extract data for required information and reporting. Maintain the security and confidentiality of all files, records, and guest information. Uphold the highest standards of courtesy, professionalism, and discretion when communicating about or with preferred guests. Offer alternatives or solutions to guests to enhance their experience whenever appropriate. Adhere to all regulatory, departmental, and company policies ethically and consistently meet performance standards. Anticipate guest needs and provide service proactively before requests are made. Assist in coordinating and executing special events and Mill Club promotions to create memorable guest experiences. Deliver personalized service to Mill Club guests to foster loyalty and satisfaction. Actively participate as a team member by offering input, volunteering, and engaging in departmental projects, committees, and task forces. Stay informed about all property events, initiatives, products, and services relevant to Mill Club guests. Consistently demonstrate our service standards in every guest interaction, whether in person or over the phone. Follow proper phone protocols and property transfer procedures to ensure professional communication and guest satisfaction. Assist in inter-departmental training to support team growth and operational excellence. Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)

Requirements

• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• High School graduate or GED preferred.
• Above average writing and proof-reading experience required.
• Excellent phone voice; must possess a pleasant and easily comprehensive voice.
• Ability to communicate in a professional and poised manner, using crisp, clear and concise language.
• Computer experience essential, including all Windows applications.
• Good administrative organization skills required.
• Ability to work with large volumes of detail deadlines and pressure situations.
• Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
• Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
• Able to read, write, speak and understand English
• Ability to work in a highly structured and measured environment with a fast pace of work.
• Ability to memorize data concerning various events, promotions, and services.
• Ability to maintain a high level of quality and accuracy in performance.
• Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
• Comfortable communicating clearly and positively with both guests and teammates.
• You'll need to be available to work weekends, holidays, and evenings when we are busy.
• During your shift, you'll stand for extended periods, and frequently walk, and use your hands to finger, handle or feel objects, tools or controls.
• Ability to talk or hear, and stoop, kneel, crouch or crawl.
• Occasionally sit.
• It is important to stay calm and make good decisions under pressure, especially when dealing with stressful situations or upset people.

Nice To Haves

• Previous hotel related experience desirable.
• Prefer front desk and/or two (2) years customer service experience.
• Previous hotel reservation experience is a plus.
• Knowledge of the Mill Club Program and comping criteria a plus.
• Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.

Responsibilities

• Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
• Register arriving guests, assigns rooms, issues keys, and coordinates guest services with warmth and professionalism.
• Update guest accounts accurately to reflect all recurring and incidental charges.
• Maintain a neat, organized, and welcoming appearance of the front desk at all times.
• Resolve guest concerns, complaints, or suggestions-or refers them to management when appropriate-to ensure superior guest service.
• Input guest information into the Check Cashing System accurately and efficiently.
• Represent the resort positively and professionally, both in person and over the telephone.
• Coordinate with the Front Office Supervisor to manage VIP arrivals and special requests.
• Collaborate with Mill Club Hosts and the Player Development Manager to ensure VIP guest bookings are accurate and seamless.
• Know daily rates and future reservations to provide timely and accurate information to guests.
• Use sales techniques to upsell services and close the reservation process when appropriate.
• Complete all required paperwork as designated by the department.
• Greet guests warmly, listens actively, and responds to their needs with care and attentiveness.
• Provide guests with information about the property, promotions, programs, events, and benefits.
• Utilize the V1 system to extract data for required information and reporting.
• Maintain the security and confidentiality of all files, records, and guest information.
• Uphold the highest standards of courtesy, professionalism, and discretion when communicating about or with preferred guests.
• Offer alternatives or solutions to guests to enhance their experience whenever appropriate.
• Adhere to all regulatory, departmental, and company policies ethically and consistently meet performance standards.
• Anticipate guest needs and provide service proactively before requests are made.
• Assist in coordinating and executing special events and Mill Club promotions to create memorable guest experiences.
• Deliver personalized service to Mill Club guests to foster loyalty and satisfaction.
• Actively participate as a team member by offering input, volunteering, and engaging in departmental projects, committees, and task forces.
• Stay informed about all property events, initiatives, products, and services relevant to Mill Club guests.
• Consistently demonstrate our service standards in every guest interaction, whether in person or over the phone.
• Follow proper phone protocols and property transfer procedures to ensure professional communication and guest satisfaction.
• Assist in inter-departmental training to support team growth and operational excellence.
• Jump in where needed to support the team and keep things running smoothly.
• (Other duties as assigned)

Benefits

• Team members are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED