Reservation Agent

100 N Hayford Rd, Airway Heights, WA 99001, USA

Posted Tuesday, January 6, 2026 at 11:00 AM

Summary of Functions:

Facilitate all calls coming to Northern Quest Resort & Casino and all activities relating to the PBX and Reservation center. Achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort & Casino.

• 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.
• Answer all telephones within three rings.
• Follow call scripting developed by Management staff and maintain proper call control.
• Accepts all paging requests, delivers pages in a professional tone of voice.
• Answer guest inquiries pertaining to the resort and casino, businesses owned/operated by the Kalispel Tribe, and local area information.
• Fluent understanding of the organization’s departments allowing for accurately guided call transfers.
• Presents a friendly, professional, non-rushed approach when answering phones. Follows proper phone etiquette and consistently provides first-class guest experience.
• Knowledgeable of all gaming, hotel, spa and salon amenities and terminology.
• Have knowledge of the Camas Club and its policies and procedures.
• Answer guest inquiries pertaining to the resort and casino, businesses owned/operated by the Kalispel Tribe, and local area information.
• Obtain any information necessary to assist the guest quickly, accurately, and pleasantly.
• Performs accurately, live wakeup calls in a timely manner.
• Work with the hotel property software to maintain accurate reservation information for all guests.
• Monitors the perpetual inventory of rooms to be sold at all times.
• Create and confirm all reservations, including hotel and RV resort reservations.
• Record Guest information accurately and prevent the creation of duplicate profiles.
• Verify accuracy of guest reservations pertaining to billing, credit card transactions, and guest accounts.
• Accept and accurately process guest credit card information, tournament registration and gift card purchases.
• Provide anticipatory service in a thoughtful and intuitive way, notating special requests made by guests.
• Accurately wrap up all Reservation calls.
• Use proper interpersonal skills when engaging with customers and employees.
• 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.
• 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 front desk, and RV Resort front desk.
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.
• May be required to be a panelist for the Internal Review Hearings.
• 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.

• This job has no supervisory responsibilities.

High school diploma or general education degree (GED).

• Three to six months’ related experience and or/training; 1-2 years related college courses a plus.
• Experience in a four star/four diamond hotel preferred.

• Must be computer literate with working…