Hotel Reservation Agent

Red Hawk Casino; Casino; On-site; AUD 50,000 - 60,000; Full time

Job summary

A premier resort in Australia is seeking a Reservation Agent to assist guests with room reservations and inquiries. The role requires excellent customer service skills, effective communication, and a positive attitude. Candidates with prior experience in the casino or hotel industry are preferred. Responsibilities include managing phone inquiries, providing information on hotel amenities, and ensuring guest satisfaction through efficient service. Applicants must be at least 18 years of age and comfortable in a dynamic, smoke-filled environment.

Qualifications

• Experience in the casino/hotel industry preferred.
• Must be able to work in areas with second-hand smoke.
• Physically capable of performing duties for long periods.

Responsibilities

• Assist guests with room reservations and inquiries.
• Provide accurate information about hotel services.
• Manage calls and follow-up with guests for satisfaction.

Skills

Customer service

Communication

Data entry

Problem-solving

Education

High school diploma or equivalent

Job description

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 10 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.