Lead Reservations Coordinator

Atlantis Casino Resort Spa; Reno (NV); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

Tuition reimbursement

Paid vacation

Holiday pay

Weekly resort prizes

Free daily meal

Internal advancement

Job summary

Atlantis Casino Resort Spa in Reno, NV seeks a Lead Reservations Coordinator to supervise the reservations team and help guests plan travel, from rooms to dining and spa services. The role requires clear communication, supervisory and sales skills, and the ability to upsell packages over phones, emails, and faxes.

Responsibilities include training staff, handling credit card deposits, and maintaining top-tier guest service while adhering to policies.

Qualifications

• High School diploma or equivalent required.
• Proficiency in Office applications and Excel.
• Knowledge of customer service principles and call center technology.
• Experience in a call center or customer service environment preferred.

Responsibilities

• Supervise reservations staff performance and provide training as needed.
• Assist guests with travel plans, hotel accommodations, dining, and spa arrangements by phone, fax or email.
• Maintain clear, professional communication with guests and team members.
• Upsell packages, upgraded rooms and cross-sell hotel services.
• Handle email correspondence promptly and accurately; process credit card deposits for reservations.
• Train new Reservations Specialists using department tools and HR processes.
• Monitor calls to ensure sales tactics are correctly applied and maintain high conversion rates.
• Adhere to company policies and perform other duties as assigned by management.

Skills

Strong communication

Customer service

Call center experience

Sales skills

Telephone etiquette

Education

High School diploma or equivalent

Tools

MS Office

Excel

HMS

Hotel Extranets

Job description

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview

Come join Team Atlantis! The Atlantis Casino Resort Spa Lead Reservations Coordinator position is vitally important to the continued success of the company. Lead Reservations Coordinator supervise the general performance of the reservations staff as well as provide assistance and training when needed. Lead Reservations Coordinator help guests make travel plans. They describe ideal hotel accommodations, provide room rates, and reserve dining, help arrange spa services and other vacation-related arrangements over the phone, fax or through email. To be successful, agents must have a clear speaking voice and demonstrate strong interpersonal, supervisory, analytical and organization skills.

Responsibilities

• Supervise the general performance of the reservations staff.
• Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
• Provide superior service via phones, e-mails and faxes as a receiver and caller.
• Ability to incorporate active listening skills and questioning techniques that support effective telephone communication and sales skills.
• Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, upset customers and employees.
• Understand the impact of attitude when speaking with guests and employees.
• Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the customer and draw them back to our resort for future visits.
• Apply proper telephone etiquette to satisfy various customer situations.
• Assist with providing reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the hotel.
• Provide assistance with questions regarding the Company and Special Events.
• Consistently be above 35% conversion on a monthly, quarterly and yearly basis.
• Assist with filing when needed.
• Respond to email correspondence in a timely and professional manner.
• Charge credit cards as required on 3rd party reservations or when deposits are due with both individual and group reservations.
• Ability to train new Reservations Specialists utilizing the tools provided by the department and human resources.
• Process credit card authorization as needed.
• Display time flexibility towards shifts as per work floor requirements
• Monitor Team Member calls to ensure correct sales tactics are being utilized
• Adhere to all company policies and procedures.
• Other duties as assigned my management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

TECHNICAL / PROFESSIONAL KNOWLEDGE:

• High School diploma or equivalent
• Proficient in relevant computer applications (Office, Word, Excel, HMS, Hotel Extranets)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Experience within call center or customer service environment preferred
• Knowledge of administration and clerical processes

Desired Skills

Strong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills.

Work Environment

Call Center

• Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors. ***

Atlantis Casino Resort Spa Fosters a Team Working Environment And An Environment That Is Focused On Team Member Recognition And Appreciation. Some Of The Ways In Which We Accomplish This Is By Offering The Following

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.