RV Resort - Front Desk Agent

Kalispel Tribe•Airway Heights, WA

About The Position

Summary of Functions: Facilitate guests checking in and out of the Northern Quest RV Resort and all activities relating to guest reservations. Achieve 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 guest’s needs. Work with the RV property software to maintain up-to-the-minute accurate reservation information on all guests. Check guests in and out of resort using the RV Resort’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.Obtains 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 sites, cottage, and golf carts, and provide keys to guests. Create and confirm all reservations including RV resort, golf cart, hotel, restaurant, transportation, or entertainment reservations, and arrangements for tours. Answer all telephones within three rings. Answer guest inquiries pertaining to the resort, hotel and casino, businesses owned/operated by the Kalispel Tribe, and local area information.Work in conjunction with Site and Setup and Cottage Attendants to create a seamless guest experience.Up sell guest on cottages, sites, services, and amenities. Posts charges such as site or cottage, food, liquor, or telephone, to 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 guest. 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 resort emergency procedures. Comply with resort safety and Loss Control Procedures. Ensure control/protection of company assets. Responsible for maintaining regular attendance and punctuality.Maintain 10/10/10 service standards. Fulfill any reasonable work requested by a Manager or Supervisor, completing accurately and in a timely manner. Fill in for any duties in the resort as needed, including but not limited to the following: housekeeping, site and setup, hotel reservations, hotel front desk, and light maintenance. Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. May be required to be a panelist for the Internal Review Hearings. 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

High school diploma or general education degree (GED).
Three to six months’ related experience and or/training; 1-2 years related college courses a plus.
Must be computer literate with working knowledge of Microsoft programs and other computer software.
Ability to type at least 40 wpm. (Test Required)
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple 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 percent 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 head and employees.
Excellent organizational, communication and interpersonal skills.
Ability to obtain and maintain a Kalispel Tribal Work Permit.
Ability to work nights, weekends and holidays as required.
Valid Driver's License (to operate any company vehicle)
Requires the ability to lift and or/move objects weighing up to 50 pounds.
Constantly requires the ability to give and receive detailed information through verbal communication.
Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
Constantly requires working with fingers rather than the whole hand or arm.
Constantly requires repetitive movement of the wrists, hands and/or fingers.
Often requires walking or moving about to accomplish tasks.
Frequently requires standing and/or sitting for sustained periods of time.
Occasionally the position requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
Occasionally it requires raising objects from a lower to a higher position or moving objects horizontally.
Occasionally it requires stooping which entails the use of the lower extremities and back muscles.
Infrequently it requires crouching.
Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Nice To Haves

Experience in a 10/10/10 rated resort preferred.

Responsibilities

Facilitate guests checking in and out of the Northern Quest RV Resort and all activities relating to guest reservations.
Achieve 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 guest’s needs.
Work with the RV property software to maintain up-to-the-minute accurate reservation information on all guests.
Check guests in and out of resort using the RV Resort’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.
Obtains 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 sites, cottage, and golf carts, and provide keys to guests.
Create and confirm all reservations including RV resort, golf cart, hotel, restaurant, transportation, or entertainment reservations, and arrangements for tours.
Answer all telephones within three rings.
Answer guest inquiries pertaining to the resort, hotel and casino, businesses owned/operated by the Kalispel Tribe, and local area information.
Work in conjunction with Site and Setup and Cottage Attendants to create a seamless guest experience.
Up sell guest on cottages, sites, services, and amenities.
Posts charges such as site or cottage, food, liquor, or telephone, to 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 guest.
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 resort emergency procedures.
Comply with resort safety and Loss Control Procedures.
Ensure control/protection of company assets.
Responsible for maintaining regular attendance and punctuality.
Maintain 10/10/10 service standards.
Fulfill any reasonable work requested by a Manager or Supervisor, completing accurately and in a timely manner.
Fill in for any duties in the resort as needed, including but not limited to the following: housekeeping, site and setup, hotel reservations, hotel front desk, and light maintenance.