RV Front Desk Supervisor

Northern-Quest-Resort-; Airway Heights (WA); On-site; USD 21,000 - 30,000; Full time

Job summary

Northern Quest RV Resort is seeking a friendly Front Desk/Guest Services attendant to assist guests with check-in and check-out, manage reservations, and uphold quality service standards.

The role requires basic computer skills, fast typing, and a courteous, professional demeanor to ensure an exceptional guest experience at the resort and casino complex in Washington.

Qualifications

• Requires high school diploma or GED.
• Experience in guest service and hospitality preferred.
• Computer literate with a working knowledge of Microsoft programs.

Responsibilities

• Assist guests with check-in and check-out processes.
• Answer inquiries and resolve issues to ensure guest satisfaction.
• Upsell cottages, sites, services, and amenities when appropriate.
• Maintain accurate reservation information and process payments.
• Provide keys and information about resort facilities and local area.

Skills

Microsoft Office

Typing 40 wpm

Customer service

Communication skills

Multi-tasking

Education

High school diploma or GED

Tools

RV property software

Job description

Summary of Functions

Facilitate guests checking in and out of the Northern Quest RV Resort and all activities relating to guest reservations. Achieve results in accordance with the objectives, performance, and quality standards established by Northern Quest Resort and Casino.

Essential Duties and Responsibilities

Guest Service & Hospitality

• Maintain a positive, upbeat attitude, staying highly attuned to guest questions and needs; ensure guest inquiries, concerns, or complaints are properly handled, and anticipate guest needs.
• Provide anticipatory, thoughtful, and intuitive service, notating special requests, and exhibit a genuine sense of interest and concern for the guest.
• Present a friendly, professional, non-rushed approach both in person and on the phone, and provide exceptional service to customers and employees.
• Conduct oneself in a professional, businesslike manner reflecting Northern Quest's high standard of excellence, and maintain 10/10/10 service standards.
• Upsell guests on cottages, sites, services, and amenities, and maintain knowledge of the Camas Club and its policies and procedures.
• Answer all telephones within three rings, and answer guest inquiries pertaining to the resort, hotel, casino, other Tribal businesses, and local area information.

Reservations & Front Desk Operations

• Work with the RV property software to maintain up-to-the-minute, accurate reservation information on all guests, and check guests in and out using the system.
• Record and verify the accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts, and record guest information accurately to prevent duplicate profiles.
• Accept and accurately process guest credit card information, tournament registration, and gift card purchases, and post charges (site, cottage, food, liquor, telephone) to the ledger.
• Greet, register, assign sites, cottages, and golf carts, and provide keys to guests.
• Create and confirm reservations for the RV resort, golf carts, hotel, restaurant, transportation, entertainment, and tours.
• Maintain accurate cash handling and balance the bank at the end of shift.
• Fill in for other resort duties as needed, including housekeeping, site and setup, hotel reservations, hotel front desk, and light maintenance.

Compliance, Safety & Team Support

• Ensure compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures.
• Work in conjunction with Site and Setup and Cottage Attendants to create a seamless guest experience, working as a team with other associates to maintain the highest service standards.
• Use proper interpersonal skills when engaging with customers and employees, and share information with other departments to facilitate their successful performance.
• Ensure guest confidentiality standards are followed, and ensure control/protection of company assets.
• Maintain knowledge of all resort emergency procedures, and comply with resort safety and Loss Control procedures.
• Fulfill any reasonable work requested by a Manager or Supervisor accurately and in a timely manner, and may be required to serve as a panelist for Internal Review Hearings.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education

• High school diploma or general education degree (GED).

Experience

• Three to six months of related experience and/or training; one to two years of related college coursework a plus.
• Experience in a 10/10/10 rated resort preferred.

Skills & Abilities

• Must be computer literate with a working knowledge of Microsoft programs and other computer software.
• Ability to type at least 40 wpm (test required).
• Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and to compute rate, ratio, and percent and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions, and to deal with problems involving a few concrete variables in standardized situations.
• Ability to maintain effective working relationships with department heads and employees.
• Excellent organizational, communication, and interpersonal skills.

Other Requirements

• Ability to obtain and maintain a Kalispel Tribal Gaming License.
• Work nights, weekends, and holidays as required.
• Must have a valid state driver's license in possession while on shift.
• Responsible for maintaining regular attendance and punctuality.

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made in accordance with applicable law.

• Requires the ability to lift and/or move objects weighing up to 50 pounds.
• Constantly requires the ability to give and receive detailed information through verbal communication.
• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
• Constantly requires working with fingers rather than the whole hand or arm.
• Constantly requires repetitive movement of the wrists, hands, and/or fingers.
• Often requires walking or moving about to accomplish tasks.
• Frequently requires standing and/or sitting for sustained periods of time.
• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
• Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
• Occasionally requires stooping which entails the use of the lower extremities and back muscles. Infrequently requires crouching.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those encountered while performing the essential functions of this position.

• Employee is occasionally exposed to tobacco smoke, moving mechanical parts, and fumes or airborne particles.
• Frequently subject to inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes; occasionally subject to outside environmental conditions and to hot, cold, wet, and/or humid conditions.
• Noise level in the work environment is usually moderate.

Hiring Preference

The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.

General Sign-off & Disclaimers

The employee is expected to adhere to all company policies.

At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.

Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.

Background Investigation: All candidates and employees may be subject to a background investigation.

The duties and responsibilities described in this job description are intended to represent the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

Responsibilities may be modified, expanded, or reassigned based on business needs, organizational changes, regulatory requirements, or direction from leadership.