Guest Service Representative

Description

Pay Rate: $21.91/hr. minimum. Dependent on experience 

Shift: Swing. Weekends are required.

Type:  Full-time, Non-exempt    

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $21.91/hr. - $23.00/hr., depending on experience, with career growth potential up to $28.98/hr. through annual performance-based merit increases. 
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

To provide professional, courteous, and knowledgeable service as the first point of contact for guests reaching out to Snoqualmie Casino & Hotel. Responsible for handling a high volume of incoming calls, guest inquiries, and reservation requests with efficiency and attention to detail. Ensures seamless communication across departments and contributes to the delivery of a 4-star guest experience through proactive support, issue resolution, and accurate information sharing.

SUPERVISORY SCOPE

• None

ESSENTIAL DUTIES / 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.

Requirements

Education and Experience:

• One (1) year of guest service experience.

Skills and Abilities:

• Guest Service and Conflict Resolution: Skilled in resolving guest issues calmly and effectively, handling confrontational situations, and ensuring guest satisfaction through problem-solving a