Guest Services Ambassador

Front Desk Agent

Enterprise: We-Ko-Pa Casino Resort

Department Name: Guest Services

Reports To: Front Desk Supervisor

Salary: DOE

Position Status: Regular Full-Time, FLSA Exempt

Hours Per Week: 40

Position Description:

As a Front Desk Agent at our Four Diamond Resort & Casino, you are the first point of contact for guests and set the tone for their overall experience. You will greet guests warmly, handle check-in and check-out procedures, answer inquiries, manage reservations, and accommodate special requests to ensure an unforgettable stay. Your goal is to create a welcoming atmosphere, uphold the standards of a Four Diamond establishment, and leave every guest with a positive impression.

Essential Duties:

This list of tasks is illustrative only and does not comprehensively list all functions and tasks performed by positions in this class.

• Provides exceptional guest service to both external and internal guests by maintaining and exhibiting the We-Ko-Pa Way: Smile and Greet, Name and Meet, Thank you and Goodbye.
• To create 100% guest satisfaction by providing efficient and effective front desk service.
• Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.
• Greets guests and processes hotel registration.
• Keeps current on hotel accommodations, services, and area attractions.
• Responds to customer inquiries for information.
• Arranges for services requested by the guest by working with other departments as appropriate.
• Stay current with developments in the hotel by reviewing and updating the communication log.
• Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes.
• Offers guests updated rooms and promotes hotel amenities, food & beverage outlets, and services.
• Makes reservations in accordance with the hotel's yield management practices.
• Processes customer credit at check-in in accordance with hotel policy
• Identifies and records special billing instructions and notifies the Accounting.
• Obtains appropriate approvals and signatures.
• Must be able to read, write, and speak English.
• Follows hotel policy on cash banks.
• Performs other duties as required.

Education and/or Experience:

• A minimum of one (1) year of experience at the front desk of a similar-sized Resort/Hotel is required.
• Or similar customer service or guest service experience in a high-service environment
• Strong guest service experience
• Strong computer skills
• Agyliss / Opera knowledge is preferred.

Indian Preference:

Preference will be given to qualified applicants from federally recognized Indian tribes. To be considered for Indian Preference, you must submit your Certificate of Indian Blood (CIB) with your application.