Hotel Representative

Job Description

Job Description

Description:

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, (Individual through multiple 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.
• Logs guest’s requests/complaints, group bookings, VIP arrivals and other special instructions from previous shifts.
• 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.

Position Qualifications

WORKERS IN THIS POSITION MUST BE 18 OR OLDER

Core Competencies

Communication Skills- Ability to communicate effectively with others verbally.

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, 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 Not Applicable
• 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.