Job Description

Position Summary

This position is responsible for handling hotel room reservation requests for the Sandia Resort & Casino in an efficient, courteous manner to achieve maximum efficiency.

Supervision Exercised

Reports to the Reservations Supervisor.

Major Duties and Responsibilities

• Reservation Agent thanks caller for contacting property.

• Greets the guest with a warm and sincere greeting and closing.

• Reservation Agent uses guest name at least three times during duration of call.

• Provides superior customer service, positively effects interactions with customers and employees, and has the resiliency to deal with difficult customers in all types of business conditions and the ability to work harmoniously with co-workers.

• Provides customers information on all room types, packages, and rates. Describes rooms in a manner that will up-sell the hotel.

• Offers alternatives (day of week, dates, room types) to all callers where the initial request cannot be achieved.

• Uses basic sales techniques to upsell rooms and room types to increase profitability.

• Checks availability for all requested dates through the computer to ensure current and accurate status of the hotel is given.

• Keeps abreast of all functions and special events pertaining to the Sandia Casino Hotel Resort experience.

• Follows through on all changes pertaining to guest reservations.

• Cooperates and coordinates with all related departments to provide the best possible service.

• Responsible for understanding goals and selling guidelines along with the measurable service standards that are to be followed in the position.

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

• Excellent customer service skills.

• Excellent verbal and written communication skills.

• Excellent computer skills using Windows based software.

• Must have excellent Organizational Skills.

• Must have excellent phone etiquette skills.

• Ability to exercise tact, courtesy and initiative in handling routine problems.

• Knowledge of general office methods.

• Working knowledge of accepted office practices and procedures, business English, mathematics and spelling.

Minimum Qualifications, Education and Experience

Required:

• High School Diploma, GED certification or equivalent.

• One (1) year experience in a hotel or resort.

Preferred:

• Bi-lingual.

Licensing Status

• Must be able to successfully pass a stringent background investigation.

• Will require a post-offer, pre-employment and random drug screening.

Working Conditions

• Work is performed indoors and outdoors. Outside work is subject to temperature extremes and inclement weather conditions.

• Work hours subject to change with overtime work required.

• Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels.

• Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.

• Duties may involve walking, standing for long periods of time, sitting and crouching.

• Specific required movements include the following:
  • Trunk- bend, twist, rotate, push, pull, carry.
  • Arms - reach, carry, lift, twist, and rotate.
  • Legs - lift, push, pull, twist, and rotate.
  • Hands - Grasp, manipulate bilateral coordination, hand and eye coordination, and overall and finger dexterity.

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