Agent - Reservations

Job Description

Job Description

The Reservations Agent is responsible for delivering exceptional guest service by managing individual and group reservations, handling hotel switchboard operations, and providing detailed property information. This role serves as a key point of contact for guests after arrival, ensuring accuracy and professionalism throughout the booking process. The agent supports the resort’s guest experience by efficiently handling calls, inquiries, and special requests while promoting hotel services and amenities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Process reservations via phone, email, and online booking platforms with attention to detail and accuracy.
• Provide detailed information about room availability, rates, packages, and hotel amenities.
• Modify, confirm, or cancel reservations in accordance with guest requests and property procedures.
• Promote and upsell resort services, such as dining, spa appointments, and room upgrades.
• Assist with group reservations, corporate bookings, and special accommodations by coordinating with internal departments.
• Operate the hotel’s PBX (Private Branch Exchange) system to answer and route incoming calls professionally.
• Facilitate timely communication between guests, departments, and team members via internal systems.
• Handle guest inquiries, concerns, and service requests over the phone with a friendly and solution-focused approach.
• Manage paging services, wake-up calls, and interdepartmental messages as needed.
• Provide guests with information about resort services, amenities, and local attractions.
• Resolve reservation- or phone-related issues promptly to ensure guest satisfaction.
• Maintain accurate records in the reservation system and telecommunication logs.
• Share room availability updates and guest needs with the Front Desk and Housekeeping teams to ensure smooth operations.
• Support cross-departmental communication to promote service consistency and guest satisfaction.
• Perform other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES:
This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

QUALIFICATIONS:

• Excellent verbal communication skills and professional telephone etiquette.
• Strong attention to detail and ability to manage multiple tasks efficiently.
• High level of organization and problem-solving ability in a fast-paced environment.
• Proficiency with reservation software, PBX systems, and Microsoft Office applications.
• Ability to maintain a courteous and positive attitude under pressure.
• Knowledge of hotel services, resort amenities, and local area attractions preferred.
• Must be able to maintain confidentiality and handle sensitive guest information appropriately.
• High commitment to guest service excellence and teamwork.

EDUCATION and/or EXPERIENCE:

• Associate’s degree in Hospitality, Business Administration, or a related field preferred.
• Must be able to obtain and maintain all applicable licenses or certifications as required.
• Minimum of 1–2 years of experience in reservations, front desk, or customer service within a hotel, resort, or hospitality environment.
• Experience using property management systems (such as Opera, Maestro, or similar) preferred.
• Strong communication and interpersonal skills with a focus on providing exceptional guest service.
• Proven ability to handle a high volume of calls and inquiries efficiently and accurately.
• Experience processing reservations, managing room inventory, and coordinating with other departments to ensure guest satisfaction.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, professionally, and courteously with guests, team members, and other departments via phone, email, and internal messaging systems; responsible for handling reservations, providing information, and ensuring a high level of guest service.
• Lifting and Carrying: Occasionally lifts and carries office supplies, printed materials, or small equipment weighing up to 15 pounds.
• Manual Dexterity: Frequently uses hands and fingers to operate telephones, computer keyboards, reservation systems, and standard office equipment with accuracy.
• Mobility: Occasionally moves within the office or reservation center to access shared equipment or collaborate with other team members; minimal physical exertion required.
• Stationary Work: Frequently remains seated at a desk or workstation for extended periods while managing incoming calls, booking reservations, and entering data into systems.
• Tool Operation: Regular use of phones, headsets, reservation software, computers, printers, and standard office equipment; must maintain accuracy while using multiple systems simultaneously.
• Visual Acuity: Requires close vision to read screens, input data, verify reservation details, and monitor communications in real time.
• Working Conditions: Routinely works in a quiet, climate-controlled office or call center environment. Regular exposure to a smoking environment while transitioning through casino or public areas.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.                               

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin. 

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.