What are the responsibilities and job description for the Reservation Agent position at Red Hawk Resort + Casino?
JOB SUMMARY
Reservation agents work in a call center environment for the resort and take incoming calls for guests inquiring about the resort. They are friendly and efficient, helping guests find the right accommodations to fit their needs, suggesting different packages or amenities that the resort may offer and asking questions to help determine what the guest needs.
DUTIES AND RESPONSIBILITIES
- Assist guests in making room reservations. Cancellations and modifications are also handled by this position.
- Must be comfortable with phone work and data entry.
- Listen and respond to guest inquiries using a positive, clear speaking voice.
- Answer questions and offer assistance to provide guest satisfaction.
- Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
- Answer calls and process requests from guests. Make, return and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.
- Book, cancel, or otherwise modify room reservations as per the requests of our customers.
- Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
- Performs all other duties as assigned.
QUALIFICATION REQUIREMENTS
- Previous casino/hotel industry experience preferred.
- High school diploma or general education degree (GED) preferred.
- Must be able to maneuver in hotel areas, up and down stairs and reach above shoulder level
- Must be able to work in areas containing second-hand smoke
- Ability to perform duties with a sense of urgency
- Must be able to walk, stand, and work on hand and knees for long periods of time
- Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 100 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces
- Must be at least 18 years of age.
