Job Description

Summary of Functions
Provide information to guests on a wide variety of subjects. To assist guests, fellow associates and visitors with any reasonable request or need that will make their overall experience a memorable one. Achieving 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.
• Know the resort, its amenities, and services in the most intimate of details.
• Have extensive knowledge of the surrounding community and events.
• Work with the hotel property software to maintain up-to-the-minute accurate reservation information for all guests.
• Create customized itineraries and packages.
• Fulfill and deliver guest amenities and packages.
• Provide personalized recommendations for amenities, restaurants, and shopping.
• Handle any guest request efficiently and timely to the guest’s satisfaction.
• Check guests in and out of the hotel using the hotel's property software.
• Record and verify accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts.
• Maintain and order inventory.
• Work closely with other departments and vendors to create seamless guest experience.
• Accept and accurately process guest credit card information, tournament registration and gift card purchases.
• Maintain a high level of visibility in the lobby, making yourself easily accessible to guests.
• Create and confirm all reservations, including hotel, RV, restaurant, transportation, entertainment reservations, and arrangements for tours.
• Answer all telephones within three rings.
• Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests.
• Greet, register, assign room, and provide room keys to guests.
• Up sell guest rooms, service, and amenities.
• Accurately complete required paperwork and maintain logs.
• Posts charges such as room, food, liquor, telephone, ledger.
• Responsible for maintaining accurate cash handling and balancing bank at end of shift.
• Have extensive knowledge of the Camas Club and its policies and procedures.
• Exhibit a genuine sense of interest and concern for the guests.
• Presents a friendly, professional non-rushed approach both in person and while answering phones.
• 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.
• Use proper interpersonal skills when engaging with customers and employees.
• 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 reservations, and RV Resort front desk.
• 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 position has no supervisory responsibilities.
Experience
• Minimum of two years hotel front office experience and/or one year concierge experience.
• Experience in a four star/four diamond hotel preferred.
Skills & Abilities
Must be computer literate with working knowledge of Microsoft programs and other computer software.
• Ability to type at least 40 wpm. (Test Required)
Must have extensive knowledge of the hotel, casino, and community.Possess a friendly and outgoing personality, enjoys dealing with and is willing to provide positive experience to guests, fellow associates, and visitors.Ability to read and comprehend instructions, correspondence, and memos.Ability to write professional correspondence.Highly articulate.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 into 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 deal with problems involving a few concrete variables in standardized situations.Ability to maintain effective working relationships with department heads and employees.Excellent organizational, communication, and interpersonal skills.
Education
• High school diploma or general education degree (GED)
Other Requirements
• Must be 21 years of age.
• Obtain and maintain [License or Work Permit Level].
• Flexible availability, including nights, weekends, and holidays as required.
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential function 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 regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk, hear, taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. 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. 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) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
General Sign-off & Disclaimers
The employee is expected to adhere to all company policies.
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 workplace. 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.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent 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.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

I have read and understand this explanation and job description.