What are the responsibilities and job description for the We-Ko-Pa Resort - Reservations Coordinator position at Fort McDowell Golf Club?
ENTERPRISE: Casino Resort
JOB TITLE: Reservations Agent
DEPARTMENT NAME: We-Ko-Pa Resort
REPORTS TO: Reservations Manager
SALARY: $16.50
POSITION STATUS: Regular Full-Time, FLSA NON-EXEMPT
HOURS PER WEEK: 40
POSITION DESCRIPTION:
The Reservations Coordinator is responsible for training and overseeing the Reservation/PBX Team. This includes ensuring all pertinent resort information is received/disbursed in a timely manner so that accurate information is given to guests by both positions. Further responsibility is handling reservation inquiries, bookings, and cancellations in an attentive, courteous, and efficient manner. The team is held accountable to provide players, groups, and individuals with available posted promotions/rates to maximize room revenue according to hotel standards.
ESSENTIAL DUTIES:
This list of tasks is ILLUSTRATIVE ONLY and does not comprehensively list all functions and tasks performed.
• Detail-orientated with strong training, customer service, and organizational skills.
• Strong verbal and written communication skills for internal/external guests.
• Full knowledge of the Hotel PMS, Booking Engine, and GDS system.
• Basic Knowledge of the Duetto Revenue Management Software.
• Coordinate specific revenue management information given by the Revenue Manager.
• Work closely with the Player Development Department to meet VIP Player needs.
• Responsible for inputting reservation data into the computer system.
• Processes payments and confirm arrangements, discuss rates, events, and promotions with potential guests.
• Ensure staff is knowledgeable about incoming group reservations.
• Assist the Group Coordinator when needed with group reservations and information.
• Process guest requests for special accommodations and suites based on availability.
• Responsible for directing calls to the correct guest room and department individuals.
• Team processes cancellations and modifications, then promptly relays information to the Front Desk.
• Required to know the type of rooms available as well as their layout and location.
• Required to know the selling status, rates, and benefits of all package plans. Required to know the Resorts credit policy and how to code each reservation.
• The Reservation Coordinator will review assigned revenue goals to achieve budgeted transient revenue. These goals will be assessed and reviewed monthly with Reservation agents.
• Reservation agents/PBX will be measured for guest satisfaction through an outside shopping service for effectiveness.
• Assist in making Tribal Reservations including VIP Council Members.
• Work with the Billing Coordinator to resolve guest billing issues.
• Performs all other duties assigned by the Reservation Manager.
• Assist the Reservation Manager in hiring Staff.
• Work closely with the Front Desk Supervisory Team to ensure reservations are accurate for excellent guest satisfaction.
MINIMUM QUALIFICATIONS:
• Completion of High School or Equivalent is required.
• Previous Hotel Experience is preferred. A 2-year college degree in Hotel Hospitality or a similar field of study is preferred.
• Experience with AAA Four Diamond Standards.
• Exceptional written and verbal communication.
• Previous Experience Knowledge with Agilysys Property Management System is highly preferred.
• Competent in Microsoft Office software such as Word, Excel, and Outlook.
• Team-orientated, guest service-focused, quality-focused, and excellent phone dialogue.
• Ability to multitask including problem solving and strong attention to detail.
• Required to be flexible, dependable, and adapt to peak season hours.
INDIAN PREFERENCE:
Preference will be given to qualified applicants who are members of federally recognized Indian tribes. To be considered for Indian Preference, you must submit your Certificate of Indian Blood (CIB) with your application.
Salary : $17
