Why work in Mendocino County
Step back in time thousands of years by exploring our ancient redwood groves. Taste the wonders of alchemy in our myriad distilleries, wineries, and breweries. Let the everyday world fall behind as you make your way through mist-shrouded hills and valleys. The magic is real, and we invite you to discover it in every corner of this place we call home.
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Why work for Coyote Valley Casino Resort
- Competitive Wages
- Premium Health, Dental and Vision Insurance
- Employer Matching 401k up to 3%
- Industry Leading PTO Accruals
- Rolling Holiday Option
- AD&D
- Basic Life w/ buy-up Option
- Critical Illness Coverage
- Daily Employee Meal Discounts
- Bereavement & Personal Leave
- Air-Med Emergency Medical Air Transport
- Generous Cell Phone Stipend for Qualifying Positions
- Plus much more
About the Hotel
The Coyote Valley Wyndham Garden Hotel (“Hotel”) is a beautiful, new 99-room facility with a pool, gym, and conference rooms located on the Tribe’s reservation adjacent to the Coyote Valley Casino. The facility will open in the summer of 2023.
The Opportunity
The Hotel is seeking a Guest Services Agent to help us launch and operate a first class hospitality property. We pride ourselves on being one of the most innovative and forward-thinking Tribes in Northern California. We owe that to the hard-working team and the Coyote Valley Hospitality Corporation Board of Directors we have at the helm. We are in a growth stage and we want employees who will help us make our new property a success.
The Role
Guest Services Agents play a crucial role in creating a welcoming and engaging experience for our hotel guests. This position involves direct interaction with guests, offering assistance from check-in to check-out. The role requires strong customer service skills, a knack for problem-solving, and the ability to multitask in a fast-paced environment. As a Guest Services Agent, you will be responsible for ensuring each guest's stay is pleasant and seamlessly coordinated.
The Benefits
We offer a generous benefits package with all employees being able to accrue up to 240 hours of PTO depending on the number of years of employment. The PTO annual accrual schedule depends on the employee’s Exempt / Non-Exempt status. All employees hired to work more than 30 hours per week will receive medical, vision and dental insurance.
Essential Functions and Responsibilities
- Greet guests upon arrival and departure in a professional and friendly manner.
- Manage reservations over the phone, via email, and in-person, accurately recording guest requests and preferences.
- Handle guest check-ins and check-outs efficiently and professionally.
- Provide information about hotel services, facilities, other amenities, and local areas of interest.
- Handle guest complaints or issues, ensuring their satisfaction and comfort.
- Coordinate with other departments (Housekeeping, Maintenance, etc.) to meet guests' special needs or requests.
- Maintain accurate records of guest bookings, payments, and other necessary details.
- Uphold the hotel's policies and confidentiality of guest information. Must maintain strict confidentiality during and after employment.
- Able to work weekends, holidays and evenings, as needed.
- Able to assists with Hotel and other Tribal events including setup, cleanup, etc.
- Must maintain professional behavior with positive representation of the Tribe and Hotel while on and off the clock.
- Other duties as assigned.
Minimum Qualifications
- High School Diploma or equivalent. Further education in hospitality or customer service is a plus.
- Previous experience in a customer service role, preferably in the hospitality industry.
- Strong communication and interpersonal skills.
- Proficiency in a foreign language can be an advantage.
- Familiarity with hotel management software and reservation systems.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Strong problem-solving skills and the ability to handle stressful situations.
Physical Demands
The Guest Services Agent role requires prolonged periods of standing, as well as occasional lifting and carrying of luggage weighing up to 20 pounds. This role involves frequent interaction with guests and staff, and the ability to manage high-stress situations effectively. The role may also require long hours, particularly during peak seasons or during hotel events. The Guest Services Agent should have good physical stamina and excellent customer service skills to manage these demands effectively.
Work Environment
The work environment characteristics described are representative of those an Employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Must be able to work in an environment where a high degree of concentration is necessary to perform job duties.
Other Information
- Applicants may be required to complete pre-employment drug testing (for illegal drugs) and a background investigation.
- Preference in filling vacancies will be given to qualified members of the Coyote Valley Band of Pomo Indians or qualified Native American candidates in accordance with the Indian Preference Act (Title 2, U. S Code Section 472 and 473) and the Indian Self Determination Act (Public Law 93-638).
- The Hotel is an equal opportunity employer. The Hotel is also committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.
- All information shown as representations of current conditions is subject to change. No guarantees are expressed or implied. The Hotel is an “at will” employer.
- Must be sensitive to the needs of the Indian community, our culture and traditions.
- The Hotel was partially funded utilizing a community development program called New Market Tax Credit Program Section 45D, as a “qualified active low-income community business.” Accordingly, the Hotel must hire primarily employees who are part of a Targeted Population of Low Income Persons (at the time of hire). All applicants may be required to fill out a “Prospective Employee Income Certification” package of forms to determine his or her status as a Low Income Person. The information obtained will only be used for determining status as a Low Income Person in said program at the time of hire and will be kept confidential and not released outside of this scope of review.
- All employees are subject to the jurisdiction and laws of the Tribe.