Reservations Agent

JOB DESCRIPTION

POSITION TITLE

Reservations Agent

DEPARTMENT

Front Desk

REPORTS TO

Front Desk Supervisor

LICENSING LEVEL

SALARY GRADE

NE02

FLSA STATUS

Non-Exempt

POSITION SUMMARY

Contributes to the efficient daily operation of Hotel - Front Desk activities by serving as the main PBX operator and handling inbound calls for reservations while promoting hotel services and ensuring maximum room revenues, in accordance with the established policies and procedures of the Shoshone-Bannock Casino Hotel. Maintains professionalism in all interactions with internal and external customers.

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

ESSENTIAL DUTIES & RESPONSIBILITIES

• Accurately handles all aspects of room and site reservations, including creating, verifying, modifying, canceling, and processing online reservations. Maintains complete and accurate guest records and reservation system.
• Responds to guest questions about hotel, facilities, amenities, and promotions offered and provides information regarding local area.
• Ensures all guests' special requests are handled properly and provides excellent customer service to all internal and external customers.
• Informs guests of hotel's policies and procedures.
• Manages room inventory to maximize room occupancy.
• Completes daily Reservations checklist.
• Provides excellent customer service and solutions for all internal and external customers.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Reservation systems.
• Customer service standards.

Skill in:

• Operating various word-processing, spreadsheets, and office software and industry-related applications.
• Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Handling multiple tasks simultaneously.
• Addressing customer problems.
• Correct English usage, grammar, spelling, and punctuation.
• Providing exceptional customer service.

Ability to:

• Communicate efficiently and effectively both verbally and in writing.
• Maintain confidentiality.
• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
• Demonstrate professionalism at all times.
• Demonstrate sensitivity to the needs of guests.
• Remain calm in emergency or crisis situations.
• Handle multiple tasks and meet deadlines.
• Work independently with minimal supervision.
• Adapt to varying situations.
• Work in a fast-paced environment and meet deadlines.
• Uphold strong ethics and integrity.

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• One (1) year of customer service experience.
• A combination of relevant education and related work experience may be considered.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.

CERTIFICATIONS, LICENSES, AND/OR REGISTRATIONS

• Must obtain and maintain Hospitality and Customer Service training certifications.
• Must be able to submit supporting documentation of education and training to support qualifications.

Background Investigation Requirements

• Pre-employment drug screen
• Personal reference check and employment verification
• Federal, State, and/or tribal criminal history backgrounds will be conducted

PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly is required to sit; use hands to manipulate, touch, or grasp; use a computer and cellphone/telephone; and talk or hear. The employee occasionally is required to stand; walk; reach with both hands or arms; and lift up to 25 pounds. The employee may rarely climb or balance; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee regularly is exposed to dust, fumes, airborne particles, allergens, and/or second-hand smoke; and hostile, offensive, and / or violent individuals.

WORK ENVIRONMENT

Work is generally performed in an office and/or casino hotel setting with a moderate and occasionally high noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel may be required for training, meetings, conferences, presentations, and other events.

Updated 07/27/2026