At Ko-Kwel Casino Resort, we know the best experiences start with a warm welcome. Whether you're arriving for a relaxing getaway or clocking in for your shift. Here, hospitality is personal, teamwork is real, and people genuinely look out for one another. When you join our team, you're stepping into a workplace where you can learn, grow, and take pride in creating memorable moments across the entire property. We bring energy, heart, and professionalism to everything we do, by building not only unforgettable guest experiences, but a workplace we're proud to call our own.

Be part of a team that's shaping one of the premier destinations for gaming and hospitality. A place where guests and team members alike feel right at home on Oregon's beautiful southern coast and beyond.

Why this job matters

This role is responsible for managing resort and special event guest reservations, answering the main phone lines, and ensuring that every guest interaction-whether in person, on the phone, or via email-is professional, timely, and welcoming. You serve as a key ambassador for the property, delivering personalized service and creating smooth, enjoyable experiences for every guest.

What you bring to the table

• Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
• Handles individual Hotel, RV Park, Gaming and Special Event reservations and arrangements with attention to detail and guest satisfaction for Ko-Kwel Casino Resort properties.
• Drafts professional and courteous responses to guest emails and inquiries.
• Answers main phone lines following proper protocols, transferring calls appropriately and promptly.
• Provides accurate information about the property, promotions, programs, events, and benefits to guests.
• Represents Ko-Kwel Casino Resorts professionally and positively in all interactions, ensuring every communication reflects our high service standards.
• Consistently incorporates "Million Dollar Service" principles in all interactions, including electronic communications and phone conversations.
• Coordinates closely with VIP Services, Hosts, and the Player Development Manager to ensure accurate guest bookings.
• Coordinates closely with the Sales Department for VIP's, Group bookings, and Special Events.
• Utilizes inhouse processes and documents to collect, authorize, and charge guests personal payment information for any type of reservations being booked.
• Coordinates closely with the Transportation Department to reserve and charge guests for shuttle transportation based on department guidelines.
• Maintains up-to-date knowledge of rates, policies, and special offers for current and future reservations.
• Uses effective sales techniques to upsell and close the reservation process successfully.
• Reserves special accommodations as requested by guests and confirms all reservation details accurately.
• Completes required paperwork and administrative tasks as designated by the department.
• Greets guests appropriately, listens attentively, and responds to needs in a professional and courteous manner.
• Performs data entry, clerical, and filing duties accurately and efficiently.
• Assists in inter-departmental training and supports onboarding of Guest Service Agents, VIP Service Representatives, Hosts, and RV Park Agents.
• Coordinates with Hosts on special events and property promotions to ensure smooth execution.
• Fosters relationships and promotes participation in the Ko-Kwel Rewards Club program.
• Assists players with information about available services and coordinates necessary arrangements.
• Utilizes Visual One, QCI, B4Checkin, and other various systems to extract data and support operational needs.
• Uses the player-rating system to determine comps, room assignments, and special event invitations.
• Maintains strict confidentiality and security of files, records, and guest information.
• Demonstrates high standards of courtesy, professionalism, and discretion when handling guest arrangements and finances.
• Offers thoughtful alternatives to guests as appropriate and anticipates guest needs proactively.
• Supports coordination and execution of special events and Ko-Kwel Rewards Club promotions.
• Adheres to departmental and company performance standards.
• Works effectively within a small team, communicating professionally and contributing positively to the work environment.
• Participates as a team member by offering input, volunteering, and engaging in projects, committees, or task forces.
• Stays informed about all property events, initiatives, products, and services to provide accurate information to guests, with a focus on Ko-Kwel Rewards Club members.
• Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)

Must-haves, nice-to-haves, and maybe some bonus points

• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• Must be able to type 45 wpm, excellent phone voice, computer experience essential, including all Windows applications.
• Preferred front desk, call center and/or two (2) years customer service experience.
• Knowledge of the Ko-Kwel Rewards Club Program and comping criteria a plus.
• Must have excellent writing and proof-reading skills. Previous experience required.
• Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
• Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
• Ability to sit for long periods of time.
• Must possess a pleasant and easily comprehensive voice.
• Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
• Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
• Able to read, write, speak and understand English.
• Ability to work in a highly structured and measured environment.
• Must be able to work in a fast-paced environment while maintaining a low level of stress.
• Ability to memorize data concerning various events, promotions, and services.
• Maintains a high level of quality and accuracy in their performance.
• Communicate in a professional and poised manner, using crisp. Clear and concise language.
• Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
• Comfortable communicating clearly and positively with both guests and teammates.

Physical stuff to know

We've included the typical physical parts of the job here. If you need an accommodation to do the work, just let us know-we're here to support you. You'll need to be available to work weekends, holidays, and evenings when we are busy. While performing duties of this position, employee is required to sit for extended periods, and frequently walk, and use hands to; finger, handle, or feel objects, tools, or controls. The employee must be able to lift 20 pounds with occasional lifting up to 35 pounds assisted. The position requires the ability to process information using computer methods and technology, at times for more than 50% of the work time. Must be able to move chairs, tables and event props as necessary. It's important to stay calm and make good decisions under pressure, especially when dealing with stressful situations or upset people. Just a heads-up-the casino environment may expose you to secondhand smoke. This is a quick summary of the main duties and requirements-it might not cover everything you could be asked to do.

Ko-Kwel Casino Resort is owned by the Coquille Indian Tribe. Team members are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.