Guest Service Agent

Serve as the first point of contact for hotel guests, managing front desk check-ins/check-outs and guest requests at Rain Rock Casino Resort Hotel in Yreka, CA.

Responsibilities

• Welcome guests and deliver exceptional interpersonal and customer service during their stay.
• Greet, register, and assign rooms while providing an overview of available services.
• Issue room keys and ensure accurate guest information is entered into the system to support all requests.
• Handle check-ins and check-outs efficiently using the reservation system, including room assignments and guest data entry.
• Answer incoming calls, respond to inquiries, and process guest requests with a high service standard.
• Resolve guest complaints promptly and empathetically to maintain a positive experience.
• Maintain and monitor guest accounts, post charges (food or gift shop purchases), and manage invoicing and payments for accurate daily cash flow reconciliation.
• Process reservations in a timely manner and record special requests to support guest satisfaction.
• Provide information on Rain Rock Casino amenities, promotions, dining, and entertainment options.
• Support guests with understanding room types and available accommodations.
• Keep the front desk and surrounding areas clean, organized, and ready for guest traffic.
• Apply knowledge of safety and emergency procedures and follow accident prevention policies.
• Coordinate with other departments to support smooth operations and clear communication.
• Transfer calls to the appropriate departments and provide assistance as needed.
• Complete clerical duties and support assigned projects as required.
• Occasionally assist the housekeeping department with tasks as needed.
• When necessary, provide guests with rides to and from the casino using the electric cart.
• Be available for all shifts, including overtime, based on business demands.
• Maintain a polite and professional demeanor while following a priority system for other duties as assigned.

Requirements

• Non-supervisory role.
• Must be at least 21 years of age.
• High School diploma or GED (required).
• Ability to apply common sense to carry out simple one- or two-step instructions.
• Reasonable ability to communicate in English.
• Ability to solve mathematical problems of at least 5 digits with 2 decimals.
• Highly self-motivated and directed.
• Strong verbal and written communication skills.
• Attention to detail.
• Pleasant telephone voice and manner required.
• Proven analytical, evaluative, and problem-solving abilities.
• Ability to prioritize and complete tasks effectively in a high-pressure environment.
• Extensive experience working in a team-oriented, collaborative environment.
• Must be found suitable to have a Tribal Gaming License (or have the ability to obtain and maintain a license) for this position.
• Must have employment eligibility in the U.S.
• Must adhere to confidentiality policy.
• Must successfully pass a drug screening test and a criminal background check.

Technologies

• Reservation system

Working Conditions & Environment

• Noise level in the work environment is usually loud.
• Must be available to work in a smoke-filled environment.
• Must be able to work all shifts, weekends, and holidays.
• Must be able to lift and/or move up to 60 pounds.

Pay

• USD 18 - 22 per hour

Education

• High School diploma or GED