Call Center Reservation Agent - Full Time - Shift Varies

Grand Sierra Resort; Reno (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Grand Sierra Resort in Reno is seeking a guest services associate to handle phone work, data entry, and guest inquiries with a friendly, clear voice. You will relay information about hotel hours, services, directions, and assist with reservations, packages, and general inquiries to ensure guest satisfaction.

Responsibilities include answering calls, processing requests, coordinating with staff, and supporting guests with deposits, mail, and faxes.

Qualifications

• Excellent guest service on phone and in person.
• Proactive and able to work under pressure in a fast-paced environment.
• Strong coordination, accuracy, and organization with multitasking ability.
• Spanish language skills preferred but not required.
• Basic reading, writing, math and task completion skills are required.

Responsibilities

• Answer phone calls and process guest requests, maintain communication with guests and staff.
• Assist guests with room reservations, deposits, and related inquiries.
• Provide information on hotel services, hours, directions, and local attractions.
• Handle faxes, mail, packages, and other basic inquiries for guests.
• Provide excellent customer service and resolve guest concerns as they arise.
• Adhere to shifts including holidays, nights, and weekends.

Skills

Guest service

Phone etiquette

Data entry

Spanish language

Reading/writing/math

Instruction following

Multitasking

Education

Any education/training/experience accepted

Job description

Essential Duties And Responsibilities

• Must be comfortable with phone work and data entry.
• Listen and respond to guest inquiries using a positive, clear speaking voice.
• Answer questions and 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 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 guests.
• Make deposits, check e-mail, make rate comparisons, log all faxes, handle department mail, file, and check confirmations and ticket wholesalers, as part of side work.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquiries. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Any other duties as assigned within the scope of this position.

Primary duties and responsibilities include, but are not limited to, the following:

• Must be comfortable with phone work and data entry.
• Listen and respond to guest inquiries using a positive, clear speaking voice.
• Answer questions and 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 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 guests.
• Make deposits, check e-mail, make rate comparisons, log all faxes, handle department mail, file, and check confirmations and ticket wholesalers, as part of side work.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquiries. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Excellent guest service skills on both the phone and in person required.
• Proactive and works well under pressure in a fast-paced environment.
• Outstanding coordination, accuracy, and organizational skills with the ability to multi-task.
• Ability to speak Spanish preferred but not required.
• Ability of simple reading, writing, math, and task completion skills is required.
• Must have the following skills: following instructions, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 18 years of age.

EDUCATION And/or EXPERIENCE

• Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is constantly sitting and occasionally walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, alone and frequently around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.