Reserv Sales Agent

Viejas Casino & Resort; California (MO); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

401(k) with company match

Medical, Dental, Vision Benefits

Paid Time Off

Tuition reimbursement

Gym Membership Reimbursement

Bonus Eligibility

Job summary

Viejas Casino & Resort in California seeks a Guest Services/Reservations Agent to greet guests, answer calls, and assist with bookings. You will enter reservations into the central system, manage inventories, and coordinate with departments to ensure exceptional service.

The role requires strong communication, 21+ age, and the ability to multi-task in a fast-paced setting while upholding company standards and policies.

Qualifications

• High school diploma or GED.
• 1–2 years of related experience and/or training.
• Guest service experience preferred.
• Must be 21 years of age or older.
• Knowledge of Microsoft Office.
• Ability to type 35 WPM.
• Ability to learn hotel/hospitality systems.
• Ability to communicate effectively with guests and team members.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Ability to multi-task in a fast-paced environment.
• Flexible schedule including evenings, weekends and holidays.

Responsibilities

• Answers all incoming calls within three rings and assists guests with questions.
• Accurately enters room bookings into central reservation systems.
• Maintain inventory of vacancies, reservations, and room assignments.
• Offer alternative dates, waitlist guests, and follow up on cancellations.
• Act as concierge with directions and information on amenities, hours, and local areas.
• Welcome guests per company standards and address service needs.
• Communicate guest requests and ensure satisfactory outcomes.

Skills

Guest Service

Reservation Entry

Phone Etiquette

Microsoft Office

Team Collaboration

Education

High School Diploma

Tools

Reservation System

Job description

Job Summary

Answers all incoming calls (within three rings) from guests, casino, Sales Team, and the internet while ensuring guest satisfaction. Enters and confirms bookings into the reservation system according to company’s standards.

Job Description

• Answers incoming telephone calls within three rings, responds to guest questions and describes rooms, amenities, and rates.
• Accurately enters room bookings into central reservation systems.
• Maintains an inventory of vacancies, reservations, and room assignments.
• Offers the guest alternative dates, waitlists the guests, and calls back if there are cancelled rooms.
• Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.
• Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests service needs; and thanks guests with genuine appreciation.
• Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.
• Assists with entering failed 3rd party reservations accurately and in a timely manner and communicate completion with team.
• Makes other reservations such as restaurant, shows, etc.
• Maintains and organizes work area.
• Partners with and assists other team members to promote an environment of teamwork and achieves common goals.
• Attends staff meeting/trainings for update on ongoing hotel activities and promotions.
• Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Notifies Security of any guest reports of theft.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Performs all other duties.
• Does not provide supervision to others.

• High school diploma or general education degree (GED).
• 1 to 2 years of related experience and/or training.
• Guest service experience preferred.
• Must be age 21 years of age or older.
• Knowledge of Microsoft Office.
• Ability to type 35 WPM.
• Ability to learn the hotel/hospitality systems.
• Ability to effectively communicate with guests and team members verbally or in written form.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Ability to multi-task and work in a fast-paced environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring. 85% of our Management Team have been promoted from within On our most recent Engagement Survey, 82% of our Team Members expressed that they were grateful to work at Viejas 40% of our Team Members have worked for us for more than 5 years and 23% for more than 10 years

About Viejas Casino & Resort

San Diego's Premier Gaming Resort, Viejas Casino & Resort is a AAA Four Diamond Award recipient since 2013. Viejas Casino & Resort features world-class gaming with thousands of slot machines, exciting table games, an outlet shopping center, and an off-track betting facility. Viejas Casino & Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse which offers classic and contemporary cuisine for the definitive gourmet experience. Baron Long Bar & Grill offers a casual sports bar dining experience with quality ingredients and house-made preparations. Ginger Noodle Bar offers classic and contemporary Asian fare in a comfortable and modern contemporary setting with an organic and natural influence. Grab & Go is the ideal place to enjoy sandwiches, burgers, pizzas, wholesome Poke bowls, and much more, all with speedy service to swiftly get you back to the game —24 hours a day!

Viejas Hotel features 203 luxury rooms and 34 VIP suites, including a lush, spacious pool and lounge area and nine indoor-outdoor meeting spaces, including the magnificent Oak Ballroom. The highly anticipated adult-only tower, Willows Hotel & Spa offers an additional 159 VIP suites and luxury spa facilities. A perfect place to relax and regenerate, The Spa at Willows Hotel & Spa is a full-service spa that accentuates your Resort experience. Indulge in signature body and facial treatments specifically created to beautify and regenerate. Amenities include a steam room, sauna, saltwater pool, and whirlpool. The beautiful Viejas Outlets, located across the street from the casino, offers visitors a unique shopping experience with highly acclaimed stores, numerous eateries, Viejas Bowl, and Southern California’s largest outdoor ice rink. The best casino in San Diego just got even better. The Viejas Pit Stop, located at the Eastern parking lot is an oasis of travel perfection. With 16 gas pumps, 4 diesel pumps, a car wash and a comprehensive convenience store, to include hot and cold meal favorites, like BBQ Sandwiches, Mexican items, Wings, Pizza, fresh Donuts and more! Open 24 hours a day! AND myViejas players are able to redeem their points for fuel!

Benefits

• Retirement 401(k) with company match
• Medical, Dental, Vision Benefits with employer contribution
• Paid Time Off (3 weeks of PTO plus Holidays, start earning from day one!)
• Accident, Critical Illness & Disability Insurance Available
• Employee Assistance Program
• Bonus Eligibility for all Team Members
• $5,000 tuition reimbursement per calendar year (Annually, no limit during duration of employment)
• Unlimited Chiropractor Benefit with $10 co-pay
• Gym Membership Reimbursement
• Viejas Pit Stop Fuel Discount
• And, much more!

*Benefits vary for PT and FT employment