PORT MADISON ENTERPRISES

SUQUAMISH CLEARWATER CASINO RESORT

Resort- Guest Service Agent

General Position Summary:

Provide service to guests from the initial point of contact, through and including reservations, PBX, checking guests in and departure transactions. Maintains a spectacular service level, while promoting the highest level of guest satisfaction. Responds in a professional and courteous manner to all guests’ questions and requests.

Essential Functions/Major Responsibilities:

• Projects an exemplary customer service image at all times and in a service-oriented manner in keeping with the standards
• Conscientiously reviews hotel information and/or availability in an effort to provide accurate information to potential and returning guests
• Responsible to enter accurate data utilizing the hotel’s reservation system
• Responsible to provide future reservation confirmations to guests
• Responsible to process all financial transactions in an efficient manner
• Checks guests in and out of the hotel
• Confirms full payment at check out
• Directs guests to daily functions within the hotel and throughout Port Madison Enterprises (PME)
• Completes all required shift procedures
• Coordinates the billing of no-shows and credit issuance with the Front Office Management Team
• Coordinates room blocks with Sales Department and other PME divisions

Secondary Functions:

• Performs routine administrative duties for guests as needed (i.e., copies and faxes, etc)
• Possesses the ability to provide thorough resort and casino directions to guests
• Ensures front desk area is neat and well stocked for the next shift
• Assists with preparing collateral information packages for Sales & Catering Manager and Spa Manager, as necessary
• Prepares key check inventory
• May assist with ticket distribution in a “will call” scenario
• Attends all vendor and company sponsored training
• Performs other duties as deemed necessary

Specific Job Skills:

• Ability to learn and efficiently utilize the facility’s reservation software program
• Ability to answer multi-line telephone system
• Competent organizational skills
• Read, write and speak English fluently
• Ability to communicate in an effective and positive manner with the public and facility personnel and ability to problem solve
• Computer literate with strong mathematical skills
• Constant attention to detail and ability to meet deadlines as required
• Must be able to maintain confidentiality regarding guests’ credit information and takes all steps necessary to protect personal data

Education and/or Experience:

• High school diploma or equivalent with some college courses in hotel management, preferred
• Must be computer literate as demonstrated by completion of an assessment
• CPR Certification

Job Conditions:

Working conditions include working in an office setting with a computer, telephone, fax and other office equipment. Other working conditions may include working alone, or in a busy office with frequent interruptions. May have access to other management offices as needed to perform duties. Ability to adjust working schedule to meet the needs of the business, which may involve covering shifts on short notice.

Physical Requirements:

Ability to lift 50 lbs. while standing, twisting, or bending. Must be able to stand and/or sit for extended periods of time. This position will require working evenings, weekends, and holidays in an effort to support the needs of the business.