Reservations Specialist

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. Overview Come join Team Atlantis! We are currently accepting applications for Reservations Specialist. The Atlantis Casino Resort Spa Reservation Specialist is vitally important to the continued success of the company. Reservation agents help guests make travel plans. They describe and book ideal hotel accommodations for VIP and non‑VIP guests, book special events, provide room rates, reserve dining, and assist with directing guests towards spa services and other vacation‑related arrangements over the phone, fax or through email. Responsibilities Expert communicator able to listen effectively and communicate in a clear, friendly and professional manner. Provide superior service via phone, e‑mail and fax as a receiver and caller. Use active listening and questioning techniques that support effective telephone communication and sales skills. Handle special telephone tasks such as call transfers, taking messages, callbacks, holds, interruptions and unintentional disconnects. Effectively deal with job stress, angry callers and upset customers while maintaining a positive attitude. Build rapport with all guests over the phone to create a pleasant experience and encourage repeat visits. Apply proper telephone etiquette to satisfy various customer situations. Assist with reservations, upsell special packages, upgraded rooms, and cross‑sell other services throughout the hotel. Assist with questions regarding the company and special events. Maintain consistently above 35% conversion on a monthly, quarterly and yearly basis. Assist with filing when needed. Produce daily and weekly rate comparisons for area hotels using the Internet and telephone. Demonstrate strong communication skills, active listening, data entry, judgment, attention to detail, professionalism, proactive problem‑solving, multitasking, negotiation and excellent computer skills. Display time flexibility toward shifts as required by the work floor. Adhere to all company policies and procedures. Perform other assignments as directed by management. Adhere to appearance standards: no visible tattoos, piercings or unnatural hair colors. Qualifications Previous experience in a call center or customer service environment. Knowledge of call center telephony and technology. Clear speaking voice and strong interpersonal, analytical and organizational skills. Proficiency in relevant computer applications (Office, Word, Excel, HAL, LMS, Hotel Extranets). Knowledge of customer service principles and practices. Knowledge of administration and clerical processes. Strong data entry skills and attention to detail. Benefits Comprehensive benefits (medical, dental, vision, supplemental coverage). 401K retirement savings plan with discretionary match. Education tuition reimbursement program. Paid vacation and holiday pay. Weekly resort prizes. FREE daily meal. Internal advancement opportunities. #J-18808-Ljbffr