RESERVATIONS AGENT

Description

Position Overview:

The Reservations agent is responsible for answering guest calls, making reservations accommodations for the hotel and its amenities, promotions and events, ensuring superior service to all guests and patrons of the Hotel/Casino.  All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Responsible for answering guest calls and making reservations for the hotel and its amenities, promotions and events, including entering guest responses to direct mail offers.  Responsible for entering reservations received from Marketing Ops Representatives.
• Responsible for servicing all incoming calls through the Communications Center System, including routing calls, taking messages, paging guests and making announcements.
• Adheres to established call scripts and service standards and ensures strict adherence to telephone etiquette.
• Obtains all pertinent information to handle calls accurately and ensures the accuracy of reservations and responses made.
• Adheres to the current status and/or sell rate when making reservations.
• Routinely provides alternatives dates and cross sell dates to guests.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Provides wake-up calls appropriately and timely upon request.
• Adheres to non-registered guest policies.
• Ability to issue complimentaries in accordance with the approved comp matrix.
• Proficient in using the LMS, ARTS and ACSC systems to enter reservations and provide confirmations.
• Performs telemarketing functions when assigned.
• Ensures guest/customer needs are met and service is provided in a quick and efficient manner. 
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Must be able to handle multiple tasks.
• Assists in the training of new hires.
• Assists in other projects and handles job tasks as deemed appropriate; Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Qualifications

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Must be a minimum 18 years of age or older upon employment.
• High School Diploma or equivalent required.
• One to three years of Reservations/ Call Center experience preferred.
• Proficient computer/PC skills, including Microsoft Office, LMS, ARTS and ACSC systems.
• Strong knowledge of property management, reservations and player tracking systems preferred.
• Possesses excellent customer service, organizational, communication and multi-tasking skills.
• Strong interpersonal qualities.
• Flexible to work any scheduled shifts and/or days, including weekends and holidays.
• Ability to perform basic calculations.
• Must be able to be approved for and maintain a valid Pennsylvania Gaming License, if necessary.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas.  Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English.  Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

The Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.