Reservation Agent

In this fast-paced, high energy environment where great guest service is essential, how do we ensure that our hotel guests get the best guest service and property information they need? As a Reservation Agent you will handle all incoming calls for reservations and questions about the hotel in a professional, helpful, and friendly manner.  While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (*Essential Functions)

1. *Assist guests with making reservations, cancellations, or changes to existing reservations for venues including but not limited to hotel rooms and restaurants using software system.
2. *Forwards calls as appropriate or needed.
3. *Maintain a working knowledge of hotel and casino facilities, amenities, and room types.
4. *Work closely with all departments to obtain, review, and confirm daily calendar information, special events,        promotions, and upcoming events relevant to all venues.
5. *Compile and send information packets to guests and non-guests as requested.
6. *Merge guest profiles to ensure accuracy of database.
7. Assist with special projects from other departments with the direction of the Call Center Supervisor.
8. Assist with PBX duties as needed or instructed.
9. Perform job duties in full compliance with departmental Internal Controls, policies, and procedures.
10. Perform other duties as assigned.

1. A high school diploma or equivalent and PBX, reservations, or call center experience are preferred.
2. Office skills must include the ability to use standard office equipment and general knowledge of Microsoft Office.
3. The ability to demonstrate data entry skills.
4. The ability to use clear, concise written and verbal communication skills.
5. The ability to use strong organization skills and attention to detail to accurately handle multiple job duties and projects in a fast-paced environment.
6. The ability to interact with guests and team members in a professional manner.
7. The ability to maintain discretion in handling confidential information.
8. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
9. While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift.  The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms.   The team member must be able to operate a personal computer.  The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally.  Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions
The noise level is usually moderate.  When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.