Guest Services Agent

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.

Why this job matters

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)

Must-haves, nice-to-haves, and maybe some bonus points

* Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.

* High School graduate or GED preferred.

* Previous hotel related experience desirable. Prefer front desk and/or two (2) years customer service experience.

* 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. Previous hotel reservation experience is a plus.

* Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.

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