Reservationist (Full Time)

AGUA CALIENTE CASINO RANCHO MIRAGE; Rancho Mirage (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Agua Caliente Casino Rancho Mirage seeks a customer-focused front desk/guest services associate to answer incoming calls, assist guests with reservations, and share information on hotel and casino offerings. You will work with the front desk, housekeeping, and valet teams, using the property management system and Microsoft Office to support guest needs.

Strong communication skills and calm problem-solving abilities are essential, as is the ability to adapt to a fast-paced environment and adhere

Qualifications

• High School Diploma, GED, or equivalent.
• Experience in call center or front desk roles is desirable.
• Ability to write messages clearly on a computer.

Responsibilities

• Answer telephones promptly with professional greetings and route to the appropriate person.
• Assist guests with hotel reservations and room inventory queries.
• Provide information on events, promotions, and accommodations across Agua Caliente Casinos properties.
• Maintain knowledge of property operations and communicate with other departments (front desk, housekeeping, valet).
• Process payments and resolve billing discrepancies when needed.

Skills

Guest service

Call handling

Multitasking

Microsoft Office

Communication

Education

High School Diploma

Tools

Hotel property management system

Microsoft Office

Job description

Job Description SummaryProvides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering and assisting with incoming, outgoing, and interoffice calls. Determining the appropriate person to route calls to, assisting guests with time-sensitive matters, and performing office clerical duties as needed. Books reservations for the hotel, and assists with implementing hotel room inventory and group blocks.Essential Duties and Responsibilities (other duties may be assigned)Monitor and analyze room inventories to maximizeAnswer the telephones promptly using appropriate greetingHandle general inquiries regarding Agua Caliente propertiesEvaluates casino player activity in order to make comp decisions for room reservations.Adheres to yield management procedures with hotel availability and casino marketing criteria that is set forth in the property management systemMay perform clerical duties such as typing and proofreading.Operates paging system to call individuals on the casino to the phone.Provide excellent guest service to both guest and internal staff.Maintains property knowledge for all 3 Agua Caliente Casinos properties by keeping up to date with information provided in the property management system including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails.Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer guest questions.Answering, screening, and forwarding calls in a professional and courteous mannerProvides cashiering/billing competency in order to process payments and resolve billing discrepancies.Solves guest challenges, stay opportunities, and general guest hospitality inquiries.Provides prompt and accurate information regarding events, promotions, and entertainment.Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.Skills and AbilitiesAbility to build close working relationships with other departments such as the front desk, housekeeping, and valet.Ability to remain calm and alert, especially during emergency situations.Demonstrates proficient knowledge and utilizes computer programs including but not limited to the hotel property management system, property-specific programs for engineering, housekeeping, dining outlets, and guest communication.Ability to maintain departmental requirements for secret shopper calls.Supervisory ResponsibilitiesNoneAccess to Sensitive Areas and InformationAs per the ACGC Access MatrixSignatory AbilityNoneRequired Education and/or ExperienceHigh School Diploma, GED, or equivalent combination of education and experienceAbility to quickly and accurately write messages on a computerPrior experience with paging systems desirablePrior experience working in a call center desirableMust be able to communicate in English.Must be proficient with computers and Microsoft OfficeMust be able to speak clearly and concisely on the phoneWorking Conditions/Physical DemandsTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, sitting at a desk/work station for the duration of the shift.Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.