Guest Service Representative

Job Description

Job Description

Description:

Pay Rate: $21.91/hr. Dependent on experience.

Shift: Swing shift - 3:00 PM–11:00 PM. Weekends are required.

Position Type: Full-time, non-exempt

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $21.91/hr. - $23.00/hr., depending on experience, with opportunities for annual performance-based increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

To provide professional, courteous, and knowledgeable service as the first point of contact for guests reaching out to Snoqualmie Casino & Hotel. Responsible for handling a high volume of incoming calls, guest inquiries, and reservation requests with efficiency and attention to detail. Ensures seamless communication across departments and contributes to the delivery of a 4-star guest experience through proactive support, issue resolution, and accurate information sharing.

SUPERVISORY SCOPE 

• None

ESSENTIAL DUTIES / RESPONSIBILITIES 

• Call Handling: Professionally answer and route high volumes of incoming calls using a multi-line switchboard, ensuring a positive and efficient guest experience. Respond to guest inquiries via phone, email, and other communication channels with accuracy, professionalism, and attention to detail.
• Reservations: Assist guests with making, modifying, or canceling reservations for hotel rooms, spa appointments, shuttle services, and other property offerings. Ensure all reservation details are accurately entered into the system and communicated to relevant departments to support a seamless guest arrival.
• Guest Support: Provide first-level support for guest concerns including Wi-Fi, in-room technology, safes, or amenity requests, and escalate to the appropriate departments when needed. Follow up on guest issues to ensure timely resolution and maintain a high standard of service recovery.
• Administration: Maintain and update daily logs, guest comment records, and contact databases to ensure accurate tracking and follow-through. Support outbound communication efforts for promotions, events, and reservation confirmations as directed by the department.
• Property Knowledge: Remain current on all casino and hotel promotions, events, amenities, and operational updates to provide accurate and helpful information to guests. Assist guests with directions, recommendations, and answers to property-wide inquiries, serving as a knowledgeable ambassador for the resort.
• Data Integrity: Ensure the accuracy of guest contact information and uphold data privacy standards when processing reservations and communication requests. Process returned mail and update guest records to support effective outreach and compliance with data handling procedures.
• Team Collaboration: Partner with internal departments and Casino Hosts to assist in delivering personalized service, especially for high-tier players and VIP guests. Communicate guest needs and feedback to appropriate departments to ensure alignment and service continuity.
• Security: Notify Security promptly of any guest concerns, safety risks, or emergencies requiring intervention. Support emergency response efforts by following established communication protocols and procedures.
• Other Duties: Perform additional responsibilities and special assignments as directed to support the goals of the Guest Service and Hotel Operations teams.

Education and Experience :

• One (1) year of guest service experience.

Skills and Abilities:

*  This position requires successful completion of Word, Email, and Excel proficiency tests , as well as passing a typing accuracy test within the 35–45 WPM range.  

• Guest Service and Conflict Resolution: Skilled in resolving guest issues calmly and effectively, handling confrontational situations, and ensuring guest satisfaction through problem-solving and de-escalation.
• Communication and Interpersonal Skills: Excellent verbal and written communication, with the ability to engage effectively with guests, team members, and management in English.
• Technical Proficiency and Administrative Skills: Proficient in Microsoft Word, Excel, and data entry. Familiar with property management systems and able to handle administrative tasks with accuracy.
• Time Management and Adaptability: Capable of managing multiple priorities simultaneously, adapting quickly to changing situations, and maintaining focus and professionalism in a fast-paced environment.
• Attention to Detail and Organization: Strong organizational skills with a focus on accuracy, ensuring guest records, operational data, and reporting are meticulously maintained.
• Guest Experience Focus: Dedicated to providing personalized and exceptional guest experiences, anticipating needs, and resolving concerns to enhance overall satisfaction.
• Property-Wide Support and Information Gathering: Actively gather, analyze, and communicate critical information to support the entire property, including both casino and hotel operations. Collaborate with various departments to ensure smooth daily operations, identify trends, and contribute to strategic decision-making.

PREFERRED

Education and Experience :

• One (1) year of experience in PBX, Reservations, Call Center, or experience in a Casino/Hotel.
• Bilingual

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.