Hotel Front Office - Front Desk Agent (PT&FT)

Summary of Functions

Facilitate guests checking in and out of Northern Quest Resort and Casino hotel and all activities relating to guest reservations. Achieving results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino.

Essential Duties and Responsibilities

·       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. 

·       Work with the hotel property software to maintain accurate reservation information for all guests.

·       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.

·       Record Guest information accurately and prevent the creation of duplicate profiles.

·       Obtain any information necessary to assist the guest quickly, accurately, and pleasantly.

·       Accept and accurately process guest credit card information, tournament registration and gift card purchases.

·       Greet, register, assign room, and provide room keys to guests.

·       Create and confirm all reservations, including hotel, RV, restaurant, transportation, entertainment reservations, and arrangements for tours.

·       Answer all telephones within three rings.

·       Answer guest inquiries pertaining to the resort and casino, businesses owned/operated by the Kalispel Tribe, and local area information.

·       Work in conjunction with Valet and Bell Staff to create a seamless guest experience.

·       Up sell guest rooms, service, and amenities.

·       Posts charges such as room, food, liquor, telephone, ledger.

·       Responsible for maintaining accurate cash handling and balancing bank at end of shift.

·       Have knowledge of the Camas Club and its policies and procedures.

·       Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests.

·       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.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Experience

• Three to six months’ related experience and or/training; 1-2 years related college courses a plus.
• Experience in a Four Diamond hotel preferred.

Skills & Abilities

• Must be computer literate with working knowledge of Microsoft programs and other computer software.
• Highly articulate.
• Ability to read and comprehend instructions, short correspondence, and memos.
• Ability to write professional correspondence.
• 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 in 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.

Education

• High school diploma or general education degree (GED)

Other Requirements

• Obtain and maintain [License or Work Permit Level].
• Flexible availability, including nights, weekends, and holidays as required.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk, hear, taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.

Hiring Preference

The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.

General Sign-off & Disclaimers

The employee is expected to adhere to all company policies.

At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.

Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.

Background Investigation: All candidates and employees may be subject to a background investigation.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.