Job: Reservation Agent

Position Summary:

Under direct supervision of the Front Office Manager, assists guests with reservations. Maintains confidentiality of all information.

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 and alphabetical listing.
• Understands the types of rooms available, as well as their location and layout.
• Understands the selling strategy, rates, and benefits of all package plans.
• Understands the credit policy of the Hotel and how to code each reservation.
• Prepares letters of confirmation.
• 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.
• Performs other duties as required.

Minimum Qualifications:

High school diploma or GED plus one year customer service experience. Must be 18 years of age. Must posses a valid driver’s license. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.

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 is an asset.
• 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.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to maintain confidentiality.
• Skill in providing outstanding guest service.
• Skill in utilizing reservation software.


Physical Demands:

While performing the duties of this job, the employee regularly is required to sit; use hands to finger, 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 and/or weekend work may be required. Extended hours and irregular shifts may be required.