Guest Experience Reservation Specialist

Red Hawk Casino; Placerville (CA); On-site; Full time

Job description

Job Summary

Reservation agents work in a call center environment for the resort and take incoming calls from guests inquiring about the resort. They are friendly and efficient, helping guests find the right accommodations, suggesting different packages or amenities the resort may offer, and asking questions to determine the guests’ needs.

Duties and Responsibilities

• Assist guests in making room reservations and handle cancellations and modifications.
• 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, 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 requested by customers.
• Assist guests with questions or problems regarding their room or account in person or on the telephone.
• Perform all other duties as assigned.

Qualification Requirements

• Previous casino/hotel industry experience preferred.
• High school diploma or GED preferred.
• Physical ability to maneuver in hotel areas, including up and down stairs, reach above shoulder level, and work in areas containing second‑hand smoke.
• Ability to perform duties with a sense of urgency and to walk, stand, and work on hands and knees for long periods of time.
• Physically mobile with reasonable accommodations, including the ability to push, pull, carry, and lift up to 10 lbs., and to perform lifting and bending tasks in varying work areas such as confined spaces.
• Must be at least 18 years of age.