Guest Services Coordinator at RV Resort

2 weeks ago

Airway Heights, Washington, United States Northern Quest Resort & Casino Full time
Hiring Preference: Northern Quest Resort & Casino is an Equal Opportunity Employer. In alignment with federal regulations, we prioritize hiring Native American candidates. Our hiring policy favors qualified applicants in the following order: 1) Enrolled Tribal Members; 2) Spouses of enrolled Tribal Members; 3) Members of other recognized Tribes; 4) All other candidates.

At-Will Employment: Employment at Northern Quest Resort & Casino is at-will, meaning it can be terminated at any time, with or without cause or notice, by either the employee or the employer.

Drug Testing: We maintain a drug-free workplace. All candidates must undergo drug testing upon hire and may be subject to random testing during employment.

Background Investigation: All applicants and employees may be required to undergo a background check.

Core Purpose:
Our mission is to ensure every guest feels valued. We strive to deliver exceptional hospitality, seek solutions, and greet every visitor with warmth.

Core Values:
  • Pride in Our Work: We take ownership of our responsibilities and represent our organization with honor.
  • Inclusivity: We respect and appreciate all guests, using courteous language and personal touches.
  • Commitment to Excellence: We support each other in achieving outstanding service and maintaining knowledge of our facilities.

Position Overview:
The Guest Services Coordinator will follow all operational protocols while performing the following key responsibilities:

Key Responsibilities:
  • Ensure adherence to internal controls and company policies.
  • Facilitate guest check-ins and check-outs using the resort's management system.
  • Address guest inquiries regarding resort amenities and local attractions.
  • Balance cash drawers at the end of shifts and report discrepancies.
  • Answer phone calls promptly and professionally.
  • Collaborate with team members to provide seamless guest service.
  • Promote resort services and amenities to guests.
  • Follow safety and loss prevention protocols.
  • Verify guest billing for accuracy.
  • Be knowledgeable about emergency procedures.
  • Act as a liaison between guests and concierge services.
  • Understand and communicate the policies of the Camas Club.
  • Complete tasks as assigned by management.
  • Welcome and register guests, assigning accommodations as needed.
  • Issue keys and provide instructions to guests.
  • Maintain accurate records of room availability and guest accounts.
  • Handle reservations for various services including accommodations and activities.
  • Post charges to guest accounts accurately.
  • Deliver exceptional service while maintaining professionalism.
  • Communicate maintenance and housekeeping needs effectively.
  • Share relevant information with other departments to enhance service delivery.
  • Ensure guest confidentiality is maintained.
  • Maintain regular attendance and punctuality.
  • Protect company assets diligently.
  • May participate in internal review processes.
  • Assist in various resort functions as needed.

Supervisory Responsibilities:
This position does not have supervisory duties.

Qualifications:
  • High school diploma or equivalent.

Experience:
  • Three to six months of relevant experience; additional education in hospitality is a plus.
  • Prior experience in customer service is preferred.

Skills:
  • Proficient in computer applications, including Microsoft Office.
  • Typing speed of at least 40 words per minute (testing required).
  • Ability to read and understand instructions and correspondence.
  • Strong written and verbal communication skills.
  • Basic mathematical skills for handling transactions.
  • Ability to follow detailed instructions.
  • Strong interpersonal skills for effective collaboration.
  • Excellent organizational abilities.

Other Requirements:
  • Must obtain and maintain a relevant gaming license.
  • Availability to work evenings, weekends, and holidays as needed.
  • Valid state driver's license required during shifts.

Physical Demands:
  • Ability to lift and move objects up to 50 pounds.
  • Frequent verbal communication is required.
  • Repetitive hand and wrist movements are necessary.
  • Mobility is often required to complete tasks.
  • Standing or sitting for extended periods may be necessary.
  • Occasional stair navigation may be required.
  • Visual acuity for detailed tasks is essential.

Work Environment:
The work environment is representative of those encountered while performing essential job functions. Reasonable accommodations may be made for individuals with disabilities.

While performing job duties, employees may be exposed to tobacco smoke, mechanical parts, and varying environmental conditions. The noise level is typically moderate.

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