Front Desk Agent

Spokane, WA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Weekend Shifts

Night Shifts

Job Description

The Southern Tribal Resort and Casino (STRC) is a renowned hospitality and entertainment destination that prides itself on delivering exceptional guest experiences in a luxurious and welcoming environment. As a prominent casino and hotel establishment, STRC offers a diverse range of services that cater to the needs of leisure travelers, gaming enthusiasts, and event attendees. With a commitment to excellence, STRC integrates cultural values and modern hospitality standards to create an unforgettable stay for every guest. The resort emphasizes personalized service, comfort, and a vibrant atmosphere, making it a top choice for visitors seeking both relaxation and excitement.

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Job Requirements

Must be at least eighteen years of age
one year guest service experience
proficient in Microsoft Office Suite and lodging/property management systems
cash handling/bank drawer experience preferred
schedule flexibility to work all shifts including nights, overnights, weekends and holidays
strong guest service and problem-solving skills
able to multitask in a fast-paced environment
able to tolerate areas with varying noise, smoke, and temperature levels
ability to secure and maintain state or tribal gaming license

Job Qualifications

At least one year of guest service experience
hospitality and/or hotel front desk experience preferred
proficient in Microsoft Office Suite applications
experienced with lodging/property management systems
excellent communication skills both written and verbal
strong guest service and problem-solving skills
excellent listening skills to meet guests' needs
ability to multitask in a fast-paced environment
able to adapt to different situations and changes in work processes
strong understanding of business etiquette and interactions
schedule flexibility to work all shifts including nights, overnights, weekends, and holidays

Job Duties

Provides hospitality in a friendly manner in accordance with SRTC guest service standards
greets and assists each guest in a friendly and courteous manner when processing registrations and check-outs
provides information and directions regarding all services available on property
takes ownership of guest challenges and resolves guest issues using service recovery tools
cross trains in call center, answering phones, directing calls, making reservations and answering general questions
registers guests into the hotel and assigns appropriate rooms
communicates check-in and check-out status to housekeeping department including special requests
maintains organized and accurate reservation system for individual and group bookings
performs cashiering duties as needed
serves as the first point of contact for internal and external guests
operates phone console equipment and overhead paging systems
obtains forms of payment for registered guests and performs credit checks
enthusiastically sells property services including dining options, room upgrades, banquet and meeting space, gaming floor, and casino events
assists guests with casino event participation
ensures security of confidential guest information
files folios and completes daily paperwork
sets wakeup calls
communicates with sales department to ensure proper handling of group bookings
adheres to all regulatory, tribal, casino, and hotel policies and procedures
participates in the resolution of disputes and notifies supervisor as necessary
utilizes chemicals and supplies to clean and sanitize workstations and lobby areas as directed
checks out bank following cash handling policies

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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