Hotel Representative

Position Summary

Responsible for providing exemplary guest service at the Front Desk and the Call Center.

Essential Functions

• Communicates daily in person or over the telephone with clients who inquire about reserving guestrooms, employing sales techniques to book the reservation(s).
• Processes reservations for the hotel guestrooms.
• Communicates current Resort information in person, and e-mail.
• Prepares Guest confirmations of reservations or cancellations, booking contracts and related correspondence regarding guest reservations (groups or individuals).
• Answers multi-line telephone providing information, routing calls, and taking messages.
• Promptly responds to guests in person and constantly via e-mail to provide top-notch guest service.
• Knows the layout and amenities of all guestrooms including special features, etc., locations.
• Provides courteous reservation service to guests, using techniques to maximize sales.
• Performs check-in and checkout functions.
• Provides courteous guest service and responds promptly to guest’s requests, questions, or complaints.
• Reviews front desk logbook. Notes and/or follows up on any special problems.
• Maintains communication with the Housekeeping Department regarding the status of rooms.
• Maintains familiarity with the hotel’s amenities and layout, reservation status, and procedural items that will help answer questions for your callers.
• Posts wake-up calls immediately upon guest request.
• Knows and complies with all safety and security regulations and procedures.
• Maintains working knowledge of Chinook Winds programs, events, promotions, and services.
• Conducts property tours to prospective clients when needed.
• Performs all duties in accordance with Chinook Winds Casino Resort customer service standards.
• Maintains general knowledge and provides information to guests of Chinook Winds Casino Resort events, programs, and services.
• Provides input or recommendations for improvements and changes in processes or services.
• All other duties as assigned.

Requirements

• Position Qualifications
• WORKERS IN THIS POSITION MUST BE 18 OR OLDER
• Core Competencies
• Communication Skills- Ability To Communicate Effectively With Others
• 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 Occasionally
• 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.