Hotel Reservation Agent

Red Hawk Resort + Casino; Placerville (CA); On-site; USD 25,000 - 30,000; Full time

Job summary

Red Hawk Resort + Casino in Placerville is seeking a reservation agent to handle incoming calls and assist guests with room bookings, packages, and amenities. You will work in a call center environment, ensuring accurate information and high guest satisfaction.

Qualified candidates have strong phone etiquette, data-entry skills, and the ability to multitask in a fast-paced hotel setting near smoke-safe areas, with a high school diploma preferred.

Qualifications

• Experience in casino/hotel industry preferred.
• High school diploma or 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 ability to push, pull, carry and lift up to 10 lbs.
• Must be at least 18 years of age.

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.

Skills

Phone work

Data entry

Guest service

Communication

Education

High school diploma or GED

Job description

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 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.