Front Desk Agent

Description

Pay Rate: $23.67/hr. (depending on experience)

Shift: Overnights; weekends required 

Position Type: Part-time, non-exempt 

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $23.67/hr. - $24.85/hr., depending on experience, with opportunities for annual performance-based increases.
• Full Coverage (for full-time employees): 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

As a Front Desk Agent at Snoqualmie Casino & Hotel, you are at the forefront of our guest service operations, providing the first impression that sets the tone for the entire guest experience. Under the supervision of the Front Desk Supervisor, you will handle all aspects of guest registration, check-in, and check-out, overnight processes, and ensuring a smooth and welcoming interaction for each visitor. Your role is crucial in making each guest feel valued, supported, and excited to enjoy their stay, creating lasting memories of exceptional service.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Guest Reception & Registration: Greet guests warmly upon arrival, efficiently manage check-in and check-out processes, provide key cards and necessary items, and offer a friendly farewell upon departure.
• Guest Communication & Support: Address guest inquiries, requests, and complaints professionally, offering assistance with hotel services, local attractions, and promotions. Collaborate with housekeeping and maintenance to ensure guest satisfaction.
• Promotions & Cleanliness: Monitor promotional programs (coupons, discounts, gift certificates) and maintain lobby cleanliness through light janitorial tasks.
• Financial Transactions & Record Keeping: Handle billing, process payments, and manage financial transactions accurately. Maintain up-to-date records of guest information, reservations, interactions, and account reconciliations.
• Problem Resolution & Guest Experience: Resolve guest issues with patience and professionalism, escalating complex issues to the Front Desk Supervisor as needed. Provide recommendations for local attractions and enhance the overall guest experience.
• Collaboration & Teamwork: Work closely with other hotel departments to meet guest needs and ensure smooth operations, from special accommodations to room preferences.
• Organizational & Safety Protocols: Uphold hotel policies, ensure confidentiality of guest information, and be fully knowledgeable of emergency procedures, safety protocols, and accident prevention policies.
• Multitasking & Independence: Demonstrate strong organizational skills, multitask effectively under pressure, and work independently when required, taking responsibility for tasks as needed.
• Other Duties: Perform any additional tasks as assigned to support hotel operations and guest satisfaction.

Requirements

Education and Experience:

• One (1) year of guest-facing customer service experience.

Skills and Abilities:

• Customer Service Excellence: Passionate about delivering outstanding customer service and creating memorable experiences for guests in a friendly, inviting atmosphere.
• Communication & Interpersonal Skills: Strong communication skills to effectively engage with guests and team members, ensuring a welcoming and professional environment.
• Problem-Solving & Adaptability: Quick to identify and resolve issues efficiently while adapting to varying guest needs and operational demands.
• Attention to Detail & Accuracy: Meticulous attention to detail in managing guest records, financial transactions, and other duties to ensure precision in all tasks.
• Technological Proficiency: Comfortable using phone systems, hotel management software, and computer systems to handle bookings, payments, and daily transactions.
• Flexibility & Availability: Ability to work flexible hours, including weekends and holidays, to meet the needs of the hotel and guests, and to be trained on the overnight process for coverage when necessary.

PREFERRED

Education and Experience:

• Experience working in a Hotel Front Desk or Front Office role.
• Experience working in an integrated Casino Hotel and/or a Forbes or AAA rated property.
• 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.