Casino Reservations Specialist - Upsell & Guest Experience

Nugget-Casino-Resort; Sparks (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Nugget-Casino-Resort in Sparks, NV is seeking a Casino Reservations Agent for a full-time swing-shift role to handle hotel and dining reservations and ticket sales, while maximizing revenue through upselling.

You will maintain accurate records, coordinate with departments, and provide courteous service to guests in a fast-paced casino/hotel environment. The role requires 21+ years of age, 35 WPM, and a high school diploma with call-center experience preferred.

Qualifications

• High School diploma or equivalent is required.
• Minimum typing speed of 35 WPM.
• Experience in a high-volume casino/hotel call center preferred.

Responsibilities

• Handle hotel room, dining reservations and event ticket sales with upsell.
• Check availability and provide accurate information for requested dates.
• Coordinate with departments to deliver excellent guest service and resolve inquiries.
• Maintain reservation records and respond to guest requests professionally.
• Follow Nugget policies and safety standards.

Skills

Typing speed 35 WPM

Agilisys LMS (PMS)

Telephone systems

Education

High School diploma or equivalent

Tools

Agilisys LMS (PMS)

Job description

Casino Reservations Agent Fulltime Swing Shift

Hotel Regular Full-Time Sparks, NV, US

30+ days ago Requisition ID: 7829

FUNCTION:

Responsible for handling hotel room reservations, dining reservations, and various event ticket sales in an efficient and courteous manner, while upselling the property to maximize revenue

RESPONSIBILITIES:

• Keep informed of all room types, packages, and rates; describe rooms, venues and amenities in a manner that will up sell the hotel.
• Keep informed of all hotel room, restaurant, and event information, package prices, and offer information in a manner that will result in a sale.
• Offer alternative choices for rooms, and dining (days of week, dates, room types, times) to all callers where the initial request cannot be achieved.
• Check availability and offer details for all requested dates through the computer to ensure current and accurate status is given.
• Read casino offer information and book reservations or complimentary offers based on player eligibility.
• Keep up on all functions and special events pertaining to the Nugget.
• Follow through on all changes pertaining to guest reservations and requests.
• Cooperate and coordinate with all related departments to provide the best possible service.
• Provide superior service to all guests and have the resiliency to deal with the difficult customer.
• Use all the above to provide answers to inquires received electronically.
• Complete department administrative tasks as assigned.
• Knowledge of all facets and outlets of the property
• Ability to act independently while reading/using written and computer-generated materials
• Ability to provide clear direction, instruction, and guidance to guests. Must be able to listen and respond to guest inquiries in a positive and professional manner.
• Keep proper records of reservations booked.
• Address guest complaints and concerns in a timely and professional manner.
• Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
• Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate
• Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
• Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
• Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
• Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
• Regular predictable attendance is required.
• Other duties and responsibilities as assigned.

REPORTING RELATIONSHIPS: Reservations Supervisor

MINIMUM REQUIREMENTS:

Minimum 21 years of age.

Minimum typing speed of 35 WPM required.

Proficient in the use of Agilisys LMS (PMS) and telephone systems preferred.

EDUCATION LEVEL:

High School diploma or equivalent is required.

LANGUAGE:

Effectively communicate with others both verbally and in written form using the English language.

EXPERIENCE:

Previous experience in a high-volume call center in a casino/hotel environment preferred.

LICENSE/CERTIFICATION:

Employee Gaming registration required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Ability to walk, stand, or sit for extended periods of time

Ability to lift, and move product up to 50 lbs.

Work environment may include smoke and variable temperature, lighting, and noise levels.

Work may be performed indoors and outdoors during special events.