Hotel Representative

Front Desk And Call Center Representative

Responsible for providing exemplary guest service at the front desk and the call center.

Essential functions include:

• Communicating daily in person or over the telephone with clients who inquire about reserving guestrooms, employing sales techniques to book the reservation(s).
• Processing reservations for the hotel guestrooms.
• Communicating current resort information in person, and via email.
• Preparing guest confirmations of reservations or cancellations, booking contracts and related correspondence regarding guest reservations (groups or individuals).
• Answering multi-line telephone providing information, routing calls, and taking messages.
• Promptly responding to guests in person and constantly via email to provide top-notch guest service. Knows the layout and amenities of all guestrooms including special features, etc., locations.
• Providing courteous reservation service to guests, using techniques to maximize sales.
• Performing check-in and checkout functions.
• Providing courteous guest service and responding promptly to guest's requests, questions, or complaints.
• Reviewing front desk logbook. Notes and/or follows up on any special problems.
• Logging guest's requests/complaints, group bookings, VIP arrivals and other special instructions from previous shifts.
• Maintaining communication with the housekeeping department regarding the status of rooms.
• Maintaining familiarity with the hotel's amenities and layout, reservation status, and procedural items that will help answer questions for your callers.
• Posting wake-up calls immediately upon guest request.
• Knowing and complying with all safety and security regulations and procedures.
• Maintaining working knowledge of Chinook Winds programs, events, promotions, and services.
• Conducting property tours to prospective clients when needed.
• Performing all duties in accordance with Chinook Winds Casino Resort customer service standards.
• Maintaining general knowledge and providing information to guests of Chinook Winds Casino Resort events, programs, and services.
• Providing input or recommendations for improvements and changes in processes or services.
• All other duties as assigned.

Position qualifications:

Workers in this position must be 18 or older.

Core competencies:

• Communication skills
  - Ability to communicate effectively with others verbally.
• Customer oriented
  - Ability to take care of the customers' needs while following company procedures.
• Enthusiastic
  - Ability to bring energy to the performance of a task.
• Judgment—the individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Quality—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.

Education:

High school diploma or GED.

Experience:

• One year of experience in a high volume, fast paced, guest service environment required.
• One year of front desk or office administrative experience required.
• One year of experience providing guest service over the phone and via email.
• One year of experience with professional presentation and interaction with public required.

Computer skills:

Microsoft Office intermediate level to include Word, Excel, Outlook, Access.

Type up to 35 WPM.

10 key operation experience, preferred.

Previous interaction with property management systems preferred.

Certificates & licenses:

N/A

Physical demands:

• Stand constantly
• Walk occasionally
• Sit constantly
• Handling/fingering constantly
• Reach outward constantly
• Reach above shoulder occasionally
• Climb not applicable
• Crawl occasionally
• Squat or kneel occasionally
• Bend occasionally

Lift/carry:

• 10 lbs or less frequently
• 11-20 lbs occasionally
• 21-50 lbs occasionally
• 51-100 lbs not applicable
• Over 100 lbs not applicable

Push/pull:

• 12 lbs or less occasionally
• 13-25 lbs occasionally
• 26-40 lbs occasionally
• 41-100 lbs not applicable

Other physical requirements:

• Vision: near and far
• Sense of sound

Work environment:

Work will take place in a small office environment with occasional exposure to a busy resort and gaming environment with multiple distractions. The noise level in the work environment is usually quiet to moderate.

Working conditions:

Conditions of employment include passing a pre-employment drug screen, a background investigation, and completing a 180-day introductory period.