Hotel Front Office - Concierge

Kalispel Tribe•Airway Heights, WA

6d•Onsite

About The Position

Provide information to guests on a wide variety of subjects. To assist guests, fellow associates and visitors with any reasonable request or need that will make their overall experience a memorable one. Achieving results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino. Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures. Maintains a positive upbeat attitude, being highly “in tune” to guest questions and needs. Works to ensure that guest inquiries, concerns, or complaints are properly handled. Anticipates the guests’ needs. Know the resort, its amenities, and services in the most intimate of details. Have extensive knowledge of the surrounding community and events. Work with the hotel property software to maintain up-to-the-minute accurate reservation information for all guests. Create customized itineraries and packages. Fulfill and deliver guest amenities and packages. Provide personalized recommendations for amenities, restaurants, and shopping. Handle any guest request efficiently and timely to the guest’s satisfaction. Check guests in and out of the hotel using the hotel's property software. Record and verify accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts. Maintain and order inventory. Work closely with other departments and vendors to create seamless guest experience. Accept and accurately process guest credit card information, tournament registration and gift card purchases. Maintain a high level of visibility in the lobby, making yourself easily accessible to guests. Create and confirm all reservations, including hotel, RV, restaurant, transportation, entertainment reservations, and arrangements for tours. Answer all telephones within three rings. Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests. Greet, register, assign room, and provide room keys to guests. Up sell guest rooms, service, and amenities. Accurately complete required paperwork and maintain logs. Posts charges such as room, food, liquor, telephone, ledger. Responsible for maintaining accurate cash handling and balancing bank at end of shift. Have extensive knowledge of the Camas Club and its policies and procedures. Exhibit a genuine sense of interest and concern for the guests. Presents a friendly, professional non-rushed approach both in person and while answering phones. Provide exceptional service to customers and employees when performing job duties. Conduct oneself in a professional and businesslike manner to reflect Northern Quest’s high standard of excellence. Works as a team with other associates to maintain the highest service standards available. Use proper interpersonal skills when engaging with customers and employees. Share information with other departments to facilitate their successful performance. Ensure guest confidentiality standards are followed. Have knowledge of all hotel emergency procedures. Comply with hotel safety and Loss Control Procedures. Ensure control/protection of company assets. Responsible for maintaining regular attendance and punctuality. Maintain Four Diamond service standards. Fulfill any reasonable work requested by a manager or Supervisor, completing it accurately and in a timely manner. Fill in for any duties in the hotel as needed, including but not limited to the following: concierge duties, hotel reservations, and RV Resort front desk. Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.

Requirements

Minimum of two years hotel front office experience and/or one year concierge experience.
Must be computer literate with working knowledge of Microsoft programs and other computer software.
Ability to type at least 40 wpm. (Test Required)
Must have extensive knowledge of the hotel, casino, and community.
Possess a friendly and outgoing personality, enjoys dealing with and is willing to provide positive experience to guests, fellow associates, and visitors.
Ability to read and comprehend instructions, correspondence, and memos.
Ability to write professional correspondence.
Highly articulate.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with 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.
Must be 21 years of age.
Obtain and maintain [License or Work Permit Level].
Flexible availability, including nights, weekends, and holidays as required.
Regular attendance and punctuality.

Nice To Haves

Experience in a four star/four diamond hotel preferred.

Responsibilities

Provide information to guests on a wide variety of subjects.
Assist guests, fellow associates and visitors with any reasonable request or need.
Ensure compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
Maintain a positive upbeat attitude, being highly “in tune” to guest questions and needs.
Ensure that guest inquiries, concerns, or complaints are properly handled.
Anticipate the guests’ needs.
Know the resort, its amenities, and services in the most intimate of details.
Have extensive knowledge of the surrounding community and events.
Work with the hotel property software to maintain up-to-the-minute accurate reservation information for all guests.
Create customized itineraries and packages.
Fulfill and deliver guest amenities and packages.
Provide personalized recommendations for amenities, restaurants, and shopping.
Handle any guest request efficiently and timely to the guest’s satisfaction.
Check guests in and out of the hotel using the hotel's property software.
Record and verify accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts.
Maintain and order inventory.
Work closely with other departments and vendors to create seamless guest experience.
Accept and accurately process guest credit card information, tournament registration and gift card purchases.
Maintain a high level of visibility in the lobby, making yourself easily accessible to guests.
Create and confirm all reservations, including hotel, RV, restaurant, transportation, entertainment reservations, and arrangements for tours.
Answer all telephones within three rings.
Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests.
Greet, register, assign room, and provide room keys to guests.
Up sell guest rooms, service, and amenities.
Accurately complete required paperwork and maintain logs.
Post charges such as room, food, liquor, telephone, ledger.
Maintain accurate cash handling and balancing bank at end of shift.
Have extensive knowledge of the Camas Club and its policies and procedures.
Exhibit a genuine sense of interest and concern for the guests.
Present a friendly, professional non-rushed approach both in person and while answering phones.
Provide exceptional service to customers and employees when performing job duties.
Conduct oneself in a professional and businesslike manner to reflect Northern Quest’s high standard of excellence.
Work as a team with other associates to maintain the highest service standards available.
Use proper interpersonal skills when engaging with customers and employees.
Share information with other departments to facilitate their successful performance.
Ensure guest confidentiality standards are followed.
Have knowledge of all hotel emergency procedures.
Comply with hotel safety and Loss Control Procedures.
Ensure control/protection of company assets.
Maintain regular attendance and punctuality.
Maintain Four Diamond service standards.
Fulfill any reasonable work requested by a manager or Supervisor, completing it accurately and in a timely manner.
Fill in for any duties in the hotel as needed, including but not limited to: concierge duties, hotel reservations, and RV Resort front desk.