Reservation Agent

Job Description

Job Description

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) Descendant or Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.

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 work place. 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.

Kalispel Hospitality

It is our expectation that anyone who works for the Kalispel Tribe of Indians lives by and operates out of the following behaviors and beliefs :

CORE PURPOSE

We Make People Feel Special. Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.

CORE VALUES

We Take Pride In Everything We Do. Proudly represent the Kalispel Tribe, anticipate guest needs, and take ownership and put others first.

Everyone is Welcome Here. Respect and honor all guests, use sincere thank you and goodbye, and use guest name whenever possible.

We Choose Excellence Every Day. Help each other achieve greatness, be genuine, attentive, and flexible, and know the property and amenities.

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.
• Answer all telephones within three rings.
• Presents a friendly, professional non-rushed approach when answering phones. Follows proper phone etiquette and consistently provides a first class guest experience.
• Provide anticipatory service in a thoughtful and intuitive way.
• Exhibit a genuine sense of interest and concern for the guest.
• Fluent understanding of the organizations departments allowing for accurately guided call transfers.
• Obtains any information necessary to assist the guest quickly, accurately, and pleasantly.
• Answers guest questions about the Resort and local area or inquiries pertaining to casino services; hotel services; spa and salon services; and travel directions.
• 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 guest’s needs.

• Monitors the perpetual inventory of rooms to be sold at all times.
• Work with the hotel reservation computer system to maintain up-to-the-minute accurate reservation information on all guests.
• Use proper interpersonal skills when dealing with customers and other Team Members.
• Works as a team with other Team Members to maintain the best service standards available.
• Performs accurate, live wakeup calls in a timely manner.
• Accept and accurately process guest credit card information, tournament registration and gift card purchases.
• Accepts all paging requests, deliver pages in a professional tone of voice.
• Successfully answers guest inquiries. Is knowledgeable of the total Resort’s facilities. Up sells and suggests the use of the hotel’s outlets and services.
• Maintain Four Star / Four Diamond service standards.
• Accurately wrap up all Reservation calls.
• Record Guest information accurately and prevent the creation of duplicate profiles.
• Fulfill any reasonable work requested by a Manager or Supervisor, completing accurately and in a timely manner.
• Knowledgeable of all gaming, hotel, and spa and salon amenities and terminology.
• Share information with other departments to facilitate their successful performance.
• Ensure guest confidentiality standards are followed.
• Have knowledge of the Camas Club and its policies and procedures.
• Ensure guest confidentiality standards are followed.
• Follow call scripting developed by Management staff and maintain proper call control.
• Responsible for maintaining a good attendance record.
• Ensure control / protection of company assets.
• May be required to be a panelist for the Internal Review Hearings.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.
• 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

This job has no 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 percent 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 head 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 or / 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.