Reservation Attendant PT - Requisition #435517

Infor; Temecula (CA); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Health and wellness benefits

Employee discounts

Flexible scheduling

Job summary

A prominent hospitality company in California seeks a Guest Service Representative to provide exceptional service to guests at Pechanga Resort and Casino. The ideal candidate will manage room and dining reservations, address guest inquiries, and ensure compliance with service standards. A high school diploma and relevant experience are required, along with excellent communication skills. This position is essential for enhancing guest satisfaction and contributing to the overall success of the resort.

Qualifications

• One year related experience or training preferred.
• Ability to read and interpret documents and communicate effectively.
• Must obtain and maintain a Class 'A' gaming license.

Responsibilities

• Provide courteous responses to guests' inquiries.
• Manage reservations and distribute calls appropriately.
• Resolve billing issues and maintain accurate records.

Skills

Customer service

Problem-solving

Communication

Hotel Property Management Systems

Education

High school diploma or GED

Tools

Microsoft Office

Hotel Property Management System

Job description

General Summary

Provides 4-Diamond level service to all guests inquiring about Pechanga Resort and Casino (PRC) in regards to room reservations, golf reservations, dining options and spa treatments. Provides courteous and knowledgeable responses to questions regarding the amenities offered at PRC. This position is responsible for accurately communicating guest’s needs to all departments via multiple communication channels and software systems. Presents PRC in a positive manner and recommends upselling options to increase revenue. Additionally, this position is responsible for ensuring compliance with PRC and departmental SOPs and service guarantees.

Four Diamond Service Agreement

All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by PRC.

Key Responsibilities

• Answers incoming calls with respect to Pechanga’s core values, service guarantees, and departmental guidelines and maintains pleasant and gracious verbiage and phone etiquette at all times thus representing PRC in a gracious and pleasant manner through all conversations and correspondences; Qualifies and distributes calls to appropriate departments on property; manages in-house and outgoing phone calls to maintain club player relations (i.e. room and event reservations, food and room comps, etc.)
• Solves guest challenges regarding hotel billing, stay opportunities, and general hospitality encounters
• Provides prompt and accurate information regarding events, promotions, activities, entertainment, etc.; both current offerings and upcoming
• Inputs and maintains accurate information in the hotel property management system, golf, spa, pool, and dining outlet reservation system for hotel reservations, golf, spa, pool, dining outlets, including packages, room only reservations, golf tee times, spa appointments, and food & beverage reservations
• Provides cashiering/billing competency in order to process payments, adjustments, and resolve billing discrepancies
• Maintains property knowledge by keeping updated with the information provided in the Pechanga Daily, pre-shift meetings, e-mails, memos, and information found in the property management system to include but not limited to current promotions, packages, room types, room descriptions, room locations, room rates, availability, concerts, events, groups, and any other important information regarding the property or events therein
• Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer questions while assisting guests
• Processes group reservations, individual bookings, online bookings, and package reservations with in-house outlets and outside vendors; issues vouchers in Bally’s CMP/software system in response to guest requests of hotel accommodations, meals, and other amenities
• Complies with all PR&C and departmental SOPs and Service guarantees; evaluates casino player activity to make comp decisions for room, food & beverage, and other property amenities in compliance with current policies and procedures; adheres to yield management procedures with Hotel availability and Casino Marketing criteria; ensures all billable services, financial statements, adjustments, revenues, cash and cash equivalents are properly recorded and reported accurately reflected in HMS and other reporting methods
• Ensures a safe and clean workspace and protects the assets of PRC
• Performs additional work related duties as directed by management

Accountability

This position does not have supervisory responsibilities.

Qualifications and Guidelines

Experience/Training/Education

A High school diploma or general education degree (GED) required; one year related experience and/or training required; equivalent combination of education and experience may be combined in lieu of educational requirement.

Communication Skills

This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. The ability to speak effectively before groups of customers or employees is required. Must provide written communication in accordance with Four-Diamond standards via email and fax to internal and external guests. Must communicate positively and effectively with guests, describing experiences and upselling different options to all callers.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

• Obtain and maintain a Class “A” gaming license

Skills/Abilities

• Ability to develop close working relationships with The Club and Player Development team members
• Ability to remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other employees. Resolve customer concerns and complaints by conducting thorough investigations and determining effective solutions while being efficient and courteous
• Demonstrates proficient knowledge and utilizes computer programs including Hotel Property Management System, property-specific software for golf, spa, dining outlets, Microsoft applications and other common utilities
• Ability to maintain departmental requirements for secret shopper calls

Other Qualifications

• Must be proficient with Computers, all Microsoft Office software
• Must be able to type 30 wpm
• Must be able to speak clearly and concisely on the phone and in person
• Must be able to describe items in such a way that “Sells” the guest on that particular experience