Snoqualmie Casino & Hotel · 12 hours ago
Guest Service Representative
Snoqualmie, WA
Full-time
Onsite
Entry Level
$21.91/hr - $23/hr
1+ years expSnoqualmie Casino & Hotel is a vibrant establishment seeking a Guest Service Representative to be the first point of contact for guests. The role involves handling a high volume of incoming calls, managing guest inquiries, and ensuring a seamless guest experience through effective communication and support.
Gambling & Casinos
Responsibilities
Call Handling: Professionally answer and route high volumes of incoming calls using a multi-line switchboard, ensuring a positive and efficient guest experience. Respond to guest inquiries via phone, email, and other communication channels with accuracy, professionalism, and attention to detail
Reservations: Assist guests with making, modifying, or canceling reservations for hotel rooms, spa appointments, shuttle services, and other property offerings. Ensure all reservation details are accurately entered into the system and communicated to relevant departments to support a seamless guest arrival
Guest Support: Provide first-level support for guest concerns including Wi-Fi, in-room technology, safes, or amenity requests, and escalate to the appropriate departments when needed. Follow up on guest issues to ensure timely resolution and maintain a high standard of service recovery
Administration: Maintain and update daily logs, guest comment records, and contact databases to ensure accurate tracking and follow-through. Support outbound communication efforts for promotions, events, and reservation confirmations as directed by the department
Property Knowledge: Remain current on all casino and hotel promotions, events, amenities, and operational updates to provide accurate and helpful information to guests. Assist guests with directions, recommendations, and answers to property-wide inquiries, serving as a knowledgeable ambassador for the resort
Data Integrity: Ensure the accuracy of guest contact information and uphold data privacy standards when processing reservations and communication requests. Process returned mail and update guest records to support effective outreach and compliance with data handling procedures
Team Collaboration: Partner with internal departments and Casino Hosts to assist in delivering personalized service, especially for high-tier players and VIP guests. Communicate guest needs and feedback to appropriate departments to ensure alignment and service continuity
Security: Notify Security promptly of any guest concerns, safety risks, or emergencies requiring intervention. Support emergency response efforts by following established communication protocols and procedures
Other Duties: Perform additional responsibilities and special assignments as directed to support the goals of the Guest Service and Hotel Operations teams
Qualification
Required
One (1) year of guest service experience
Skilled in resolving guest issues calmly and effectively, handling confrontational situations, and ensuring guest satisfaction through problem-solving and de-escalation
Excellent verbal and written communication, with the ability to engage effectively with guests, team members, and management in English
Proficient in Microsoft Word, Excel, and data entry
Familiar with property management systems and able to handle administrative tasks with accuracy
Capable of managing multiple priorities simultaneously, adapting quickly to changing situations, and maintaining focus and professionalism in a fast-paced environment
Strong organizational skills with a focus on accuracy, ensuring guest records, operational data, and reporting are meticulously maintained
Dedicated to providing personalized and exceptional guest experiences, anticipating needs, and resolving concerns to enhance overall satisfaction
Actively gather, analyze, and communicate critical information to support the entire property, including both casino and hotel operations
Partner with internal departments and Casino Hosts to assist in delivering personalized service, especially for high-tier players and VIP guests
Notify Security promptly of any guest concerns, safety risks, or emergencies requiring intervention
Support emergency response efforts by following established communication protocols and procedures
Preferred
One (1) year of experience in PBX, Reservations, Call Center, or experience in a Casino/Hotel
Bilingual
Benefits
100% employer-paid medical, dental, vision, and prescription coverage
Competitive family rates starting after 60 days
401(k)
Employer-paid life insurance
Long-term disability
Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years
Option to cash out twice annually
Free meals
Parking
Paid breaks
40c/gallon gas discount
Exciting giveaways like concert and sports tickets
Access to tuition reimbursement
Certification programs
Employee Assistance Program
Company
Snoqualmie Casino & Hotel
Snoqualmie Casino, offers 165,000 square feet of gaming space with 1,700 slot machines, 50 table games and 5 poker tables.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mary Lou Patterson
Chief Financial Officer
Company data provided by crunchbase