NEWS: WE'RE 100% SMOKE-FREE

We have provided an indoor smoking area inside our Event Center.
This is an additional preventative safety measure. Temperature checks and other policies remain in effect.

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POSITION TITLE:DEPARTMENTSTATUS:
Front Office Agent (Night Audit) Hotel Full-Time
JOB PURPOSE:
Responsible for attentive, courteous and efficient service to all guests while effectively using technology to maximize room revenue and occupancy.
QUALIFICATIONS: (Includes equipment knowledge/use)
• High school diploma.
• Valid driver’s license.
• Must be 21 or older.
• Working familiarity with computers.
ESSENTIAL JOB FUNCTIONS:
• Maintain regular attendance and timeliness.
• Maintain high standards of personal appearance and grooming, including the proper uniform and nametag/name badge.
• Uphold hotel/casino policies regarding standards of customer service, safety, and health regulations.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Greet and welcome all guests approaching the Front Desk.
• Utilize proper phone etiquette.
• Know and be able to answer inquiries about hotel services, facilities, hours of operation, restaurants, transportation, entertainment, etc.
• Note and monitor incoming VIPS, special guests and requests, alerting FD and any necessary departments as needed.
• Be familiar with all rooms and room types in the hotel, and be able to convey that information in a clear and concise manner.
• Be aware of rates, packages and special promotions/events and be able to present that information to potential guests.
• Be familiar with current and future rates, rate plans, discount plans and hotel packages, and be able to convey that information in a clear and precise manner.
Including learning and following Signature Reservation training.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Fully comprehend and be able to operate all relevant aspects of the property management software, key card system.
• Follow all cash handling and credit procedures.
• Handle check-ins and checkouts in a friendly and efficient manner, making sure to follow established policies and procedures for acquiring guest information, form of payment, and settling guest charges.
• Accurately maintain guest accounts, including responding to billing inquiries from current and departed guests.
• Be able to operate basic office equipment including pbx/multi-line phones, fax and copy machines, and printers.
• Responsible for completing bucket checks, shift checklists and any necessary arrival/departure/guest movement/vacant room lists as needed.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain highest levels of property and guest security according to property standards.
• Maintain a clean work area.
• Attend meetings/training as required by management.
• Promptly open doors for guests.
• Provide assistance with guests’ luggage.
• Provide shuttle/transportation services upon request.
• Perform other duties as required.
PHYSICAL/MENTAL REQUIREMENTS: (*Constantly, Frequently, Occasionally)
• Flexible schedule; long hours sometimes required; weekends and holidays required.
• Light work – lifting and carrying luggage; pushing bell carts; handling cases of supplies.
• Ability to stand and/or be on their feet throughout much of an eight hour shift.
• Must be able to convey information and ideas clearly.
• Must be able to work well in stressful, high-pressure situations; including ability to handle guest complaints and disputes according to policies and procedures while also maintaining a high level of customer service.
• Must be able to maintain objectivity and composure, both with guests and co-workers.
• Must understand financial information and data, and basic arithmetic functions.
WORKING CONDITIONS:
• Work is performed indoors, in a climate-controlled environment.
*Constantly = More than two-thirds of the time. Frequently = One-third to two-thirds of the time. Occasionally = Less than one-third of the time.

Silver Reef Casino Resort

Open Daily
Sun - Thur: 8:00am - 2:00am
Fri & Sat: 8:00am - 4:00am
 

Toll Free
(866) 383-0777

I-5 Exit 260 4 Min. West
Haxton Way at Slater Road
Ferndale, WA

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