Reservation Agent

Job Description:

Position Summary:
Under direct supervision of the Front Desk Supervisor, assists guests with reservations. Maintains confidentiality of all information.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:
• Processes reservations by mail, telephone, fax or central reservations system referral.
• Processes reservations from the other departments and travel agents.
• Creates and maintains reservation records by date of arrival.
• Understands the types of rooms available, as well as their location and layout.
• Handles hotel inventory and group room blocks.
• Understands the selling strategy, rates, and benefits of all package plans.
• Understands the credit policy of the Hotel. Handles any billing needed.
• Prepares and sends letters of confirmation via mail, email, or fax.
• Communicates reservation information to the front desk via the Property Management System.
• Assists in pre-registration activities when appropriate.
• Understands the Hotel's policy on guaranteed reservations and no shows.
• Handles daily correspondence. Responds to inquires and makes reservations as needed.
• Promotes goodwill by being courteous, friendly, and helpful to quests, and fellow employees.
• Upholds the Hotel's commitment to hospitality.
• Contributes to a team effort and accomplishes related results as required.
• Assist Sales Office with group reservations.
• Handles all prepaid reservations via third party reservations.
• Performs other duties as required.

Job Requirements:

Minimum Qualifications:

Education and Experience
High school diploma or GED plus one year hotel front office and/or customer service experience. Must be 18 years of age or older. Working knowledge of computers and able to type 25 words per minute. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license and to include the following:

Knowledge, Abilities, Skills, and Certifications
• Knowledge of principles and practices of customer service Knowledge of computer utilization in business operations.
• Knowledge of surrounding areas and points of interest.
• Knowledge of the hotel and Casino industry.
• Skill in phone etiquette.
• Ability to communicate, read, and write clearly in basic English. Bi-lingual in English/Spanish helpful but not required.
• Ability to demonstrate outstanding guest service at all times.
• Ability to present oneself in a professional appearance and manner.
• Ability to apply basic mathematical skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situation where only limited standardization exists.
• Ability to type a minimum of 25 words per minute.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to maintain confidentiality.
• Ability to multitask with numerous phone calls.
• Skill in utilizing reservation software.
• Performs other duties as required.
• Communicate effectively with other departments.

Physical Demands
While performing the duties of this job, the employee regularly is required to sit; use hands and fingers, to handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to stand; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment
Work is generally performed indoors in a Hotel setting a moderate noise level. Evening, holiday and/or weekend work are required. Extended hours and irregular shifts are also required.