Hotel Reservations - Reservation Agent (PT&FT)

Summary of Functions 

Facilitate all calls coming to Northern Quest Resort & Casino and all activities relating to the PBX and Reservation center. Achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino 

Essential Duties and Responsibilities  

• Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.  

• Maintains a positive upbeat attitude, being highly “in tune” to guest questions and needs. Works to ensure that guest inquiries, concerns, or complaints are properly handled. Anticipates the guests’ needs.   

• Answer all telephones within three rings. 

• Follow call scripting developed by Management staff and maintain proper call control. 

• Accepts all paging requests, delivers pages in a professional tone of voice. 

• Answer guest inquiries pertaining to the resort and casino, businesses owned/operated by the Kalispel Tribe, and local area information. 

• Fluent understanding of the organization’s departments allowing for accurately guided call transfers. 

• Presents a friendly, professional, non-rushed approach when answering phones. Follows proper phone etiquette and consistently provides first-class guest experience. 

• Knowledgeable of all gaming, hotel, spa and salon amenities and terminology.  

• Have knowledge of the Camas Club and its policies and procedures. 

• Answer guest inquiries pertaining to the resort and casino, businesses owned/operated by the Kalispel Tribe, and local area information.  

• Obtain any information necessary to assist the guest quickly, accurately, and pleasantly.  

• Performs accurately, live wakeup calls in a timely manner. 

• Work with the hotel property software to maintain accurate reservation information for all guests. 

• Monitors the perpetual inventory of rooms to be sold at all times. 

• Create and confirm all reservations, including hotel and RV resort reservations. 

• Record Guest information accurately and prevent the creation of duplicate profiles.  

• Verify accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts. 

• Accept and accurately process guest credit card information, tournament registration and gift card purchases. 

• Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests.  

• Accurately wrap up all Reservation calls. 

• Use proper interpersonal skills when engaging with customers and employees. 

• Provide exceptional service to customers and employees when performing job duties. 

• Conduct oneself in a professional and businesslike manner to reflect Northern Quest’s high standard of excellence. 

• Works as a team with other associates to maintain the highest service standards available. 

• Share information with other departments to facilitate their successful performance. 

• Ensure guest confidentiality standards are followed. 

• Have knowledge of all hotel emergency procedures. 

• Comply with hotel safety and Loss Control Procedures. 

• Ensure control/protection of company assets. 

• Responsible for maintaining regular attendance and punctuality.  

• Maintain Four Diamond service standards. 

• Fulfill any reasonable work requested by a manager or Supervisor, completing it accurately and in a timely manner. 

• Fill in for any duties in the hotel as needed, including but not limited to the following: concierge duties, hotel front desk, and RV Resort front desk.   

• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. 

• May be required to be a panelist for the Internal Review Hearings. 

• This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned. 

Supervisory Responsibilities 

Education 

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

Experience 

• Three to six months’ related experience and or/training; 1-2 years related college courses a plus. 

•  Experience in a four star/four diamond hotel preferred. 

Skills 

• Must be computer literate with working knowledge of Microsoft programs and other computer software 

• Ability to type at least 40 wpm. (Test Required) 

• Highly articulate.  

• Ability to read and comprehend instructions, short correspondence, and memos. 

• Ability to write professional 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. 

• Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. 

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  

• Ability to multitask while speaking with guests. 

• Ability to handle high call volume with focus on available phone time. 

• Ability to deal with problems involving a few concrete variables in standardized situations, in a controlled and professional manner. 

• 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. 

Physical Demands    

• Requires the ability to lift and/move objects weighing up to 20 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 here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally exposed to tobacco smoke, moving mechanical parts and fumes, or airborne particles.  The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions.  The 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.  

General Sign-off 

The employee is expected to adhere to all company policies.  

Note 

This job description in no way states or implies that these are the only duties to be performed by the incumbent employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.