Guest Services Representative
2 weeks ago
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will, allowing termination with or without cause or notice at any time, by either the employee or the Tribe.
Drug-Free Workplace: The Kalispel Tribe of Indians maintains a drug-free environment. All applicants must undergo drug testing upon hire and may be subject to random testing during employment.
Background Checks: All candidates and employees may be required to undergo a background investigation.
Core Values of Kalispel Hospitality:
We aim to make every guest feel valued. Our mission is to deliver exceptional hospitality, proactively address guest needs, and create a welcoming atmosphere.
Key Responsibilities:
- Facilitate guest check-in and check-out processes at the Northern Quest Resort and Casino Hotel, adhering to established protocols.
- Ensure compliance with the Kalispel Tribe of Indians' internal controls and the policies of Northern Quest Resort and Casino.
- Provide anticipatory service with a focus on guest satisfaction.
- Demonstrate genuine interest and concern for guests throughout their stay.
- Utilize the hotel’s computer system for guest registration and inquiries.
- Address guest questions regarding hotel services and local attractions.
- Perform end-of-shift banking duties and report discrepancies to management.
- Answer incoming calls promptly and professionally.
- Collaborate with team members to uphold superior service standards.
- Promote hotel amenities and services to guests.
- Adhere to safety and loss control procedures.
- Review guest accounts for accuracy and ensure proper billing.
- Maintain knowledge of hotel emergency protocols.
- Uphold four-star/four-diamond service standards.
- Assist with reservations for dining, transportation, and entertainment.
- Provide exceptional service to both guests and colleagues, reflecting the high standards of Northern Quest.
- Share relevant information with other departments to enhance service delivery.
- Maintain confidentiality of guest information.
- Ensure consistent attendance and punctuality.
- Protect company assets and ensure compliance with all policies.
- May participate in internal review hearings as needed.
- Other duties may be assigned as necessary.
Supervisory Role: This position does not include supervisory responsibilities.
Qualifications:
- High school diploma or GED required.
- Experience in a related field preferred, with a minimum of three to six months of relevant experience.
- Experience in a four-star/four-diamond hotel is advantageous.
Skills Required:
- Proficient in computer applications, including Microsoft Office.
- Strong verbal and written communication skills.
- Ability to perform basic mathematical calculations.
- Excellent organizational and interpersonal skills.
- Ability to maintain effective working relationships.
Additional Requirements:
- Must obtain and maintain a Kalispel Tribal Gaming License.
- Availability to work nights, weekends, and holidays as required.
Physical Requirements:
- Ability to lift and move objects weighing up to 50 pounds.
- Frequent verbal communication and interaction with guests.
- Requires prolonged periods of standing or sitting.
- Occasional climbing of stairs and moving about the facility.
Work Environment: The characteristics of the work environment may vary. Reasonable accommodations may be made for individuals with disabilities. Employees may encounter tobacco smoke, moving mechanical parts, and varying temperature conditions. The noise level is typically moderate.
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