Guest Services Agent

Job Description

Job Description

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.

You are the warm, professional welcome that sets the tone for every guest's stay. As a Guest Service Agent at our Compass Hotel, you create moments that turn a visit into a memory - by delivering efficient check-ins/outs, accurate cashiering, thoughtful concierge help, and friendly problem solving. Your calm, courteous service helps guests relax, supports our loyalty program, and encourages repeat business.

• 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.
• Greet guests with a warm smile and helpful attitude; make every guest feel seen and cared for.
• Register arriving guests, assign rooms, issue keys and manage check-in/check-out efficiently and accurately.
• Handle cashiering duties and post charges; verify methods of payment and follow established credit/cash procedures.
• Maintain and update guest accounts for recurring and incidental charges.
• Resolve or appropriately escalate guest concerns, complaints or special requests - always with discretion and empathy.
• Maintain a neat, professional front desk and follow proper phone etiquette.
• Provide accurate property, promotion and event information; use upsell techniques to enhance the guest experience and revenue (quotes, upgrades, packages).
• Coordinate VIP and loyalty guest arrivals and requests in partnership with Players Club Hosts and Guest Development teams.
• Use property systems (reservation, loyalty, cashing and reporting systems) to retrieve and record guest information.
• Assist with special events, promotions and Players Club initiatives as needed.
• Cross-train and support other front office and interdepartmental team members to ensure smooth guest service.
• Adhere to all company policies, regulatory requirements and property performance standards.
• Protect guest privacy and maintain confidentiality of guest files, finances and internal procedures.
• Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned).

• 1–2 years front desk, hotel or customer-service experience (or equivalent).
• Excellent verbal communication and phone skills; pleasant, clear phone voice.
• Strong attention to detail, organization and ability to handle multiple priorities in a fast-paced environment.
• Comfortable using Windows and front-desk/reservation systems.
• Ability to maintain confidentiality and handle sensitive guest/financial information.
• Willingness to work flexible hours (nights, weekends, holidays).
• Ability to pass and remain in compliance with required background checks and drug-free workplace policies
• Experience with property systems such as V1, KMan, Ambiance, or other reservation/cashiering platforms is a bonus.
• Familiarity with loyalty/club programs and comping practices is a bonus.
• Prior experience in a casino or resort environment is a bonus.
• Bilingual skills (e.g., Spanish or another community language) is a bonus.
• Player development or VIP services experience is a bonus.
• Strong upselling track record or sales-oriented front desk experience.
• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• Comfortable communicating clearly and positively with both guests and teammates.

We've included the typical physical parts of the job here. If you need an accommodation to do the work, just let us know-we're here to support you. You'll need to be available to work weekends, holidays, and evenings when we are busy. During your shift, you'll spend some time sitting but also be on your feet often, using your hands to handle tools and equipment. It's important to stay calm and make good decisions under pressure, especially when dealing with stressful situations or upset people. Just a heads-up-the casino environment may expose you to secondhand smoke. This is a quick summary of the main duties and requirements-it might not cover everything you could be asked to do.

Ko-Kwel Casino Resort is owned by the Coquille Indian Tribe. Team members are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.