VIP Guest Services Agent

Ko-Kwel Casino Resort; Medford (OR); On-site; USD 32,000 - 44,000; Full time

Benefits offered by this job

Health care benefits

Paid time off

401-K retirement plan

Job summary

Ko-Kwel Casino Resort in Oregon’s southern coast is seeking a Guest Service Agent to deliver warm, professional check-ins, concierge assistance, and courteous service. You will greet guests, manage reservations, and handle cashiering with accuracy.

Join a casino/resort team that values safety, privacy, and teamwork, while supporting VIP arrivals and upselling packages. Flexible hours including nights and weekends are required to keep guests happy.

Qualifications

• 1–2 years front desk, hotel or customer-service experience (or equivalent).
• Excellent verbal communication and phone skills; pleasant, clear phone voice.
• Strong attention to detail, organization and ability to handle multiple priorities in a fast-paced environment.
• Comfortable using Windows and front-desk/reservation systems.
• Ability to maintain confidentiality and handle sensitive guest/financial information.
• Willingness to work flexible hours (nights, weekends, holidays).
• Ability to pass and remain in compliance with required background checks and drug-free workplace policies.
• Experience with property systems such as V1, KMan, Ambiance, or other reservation/cashiering platforms is a bonus.
• Familiarity with loyalty/club programs and comping practices is a bonus.
• Prior experience in a casino or resort environment is a bonus.
• Bilingual skills (e.g., Spanish or another community language) is a bonus.
• Player development or VIP services experience is a bonus.
• Strong upselling track record or sales-oriented front desk experience.
• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• Comfortable communicating clearly and positively with both guests and teammates.

Responsibilities

• Greet guests with a warm smile and helpful attitude; make every guest feel seen and cared for.
• Register arriving guests, assign rooms, issue keys and manage check-in/check-out efficiently and accurately.
• Handle cashiering duties and post charges; verify methods of payment and follow established credit/cash procedures.
• Maintain and update guest accounts for recurring and incidental charges.
• Resolve or elevate guest concerns, complaints or special requests with discretion and empathy.
• Provide accurate property, promotion and event information; upsell tickets, upgrades and packages.
• Coordinate VIP and loyalty guest arrivals with Players Club Hosts and Guest Development teams.
• Use property systems to retrieve and record guest information.
• Assist with special events, promotions and Players Club initiatives as needed.
• Cross-train and support other front office and interdepartmental team members to ensure smooth guest service.

Skills

Front desk experience

Customer service

Verbal communication

Multitasking

Tools

Windows OS

Front desk systems

V1

KMan

Ambiance

Job description

Ko-Kwel Casino Resort in Oregon’s southern coast is seeking a Guest Service Agent to deliver warm, professional check-ins, concierge assistance, and courteous service. You will greet guests, manage reservations, and handle cashiering with accuracy.

Join a casino/resort team that values safety, privacy, and teamwork, while supporting VIP arrivals and upselling packages. Flexible hours including nights and weekends are required to keep guests happy.