Reservations Clerk

Sandia Resort & Casino; Albuquerque (NM); On-site; USD 34,000 - 46,000; Full time

Job summary

Sandia Resort & Casino is seeking a dedicated front desk reservations professional to handle guest inquiries, explain room types, and manage changes to reservations. You will stay informed about occupancy, rates, and events to provide accurate information and seamless service.

Join a team focused on integrity, fairness, collaboration, and recognition for performance excellence. You will collaborate with sales, front office, and other departments to ensure guest satisfaction and privacy are

Qualifications

• 1 year of experience in customer service.
• High School diploma or GED equivalent.

Responsibilities

• Provides superior customer service and positively effects interactions with customers.
• Gives customers information on all room types and describes rooms positively and informatively.
• Stays current with hotel occupancy, rates, and packages to provide accurate status of the hotel.
• Stays up to date with all functions and special events pertaining to the Sandia Resort experience.
• Makes changes to guest reservations when needed.
• Cooperates and coordinates with departments to provide the best possible service.
• Operates a computer-based telephone system routing internal and external calls to appropriate departments.
• Handles and tracks all guest-related issues and their needs using EAM software.
• Utilizes the property management system in support of Front Desk staff including room charges and guest privacy.
• Confirms guest wakeup call requests into IP Agent telephone system.
• Places out-of-state and international calls.
• Coordinates information to internal/external inquirers.
• Ensures punctual attendance per Pueblo of Sandia policy.

Skills

Customer service

Telephone systems

Interpersonal communication

Teamwork

Data entry

Computer skills

Attention to detail

Dialing procedures

Education

High School diploma or GED

Tools

EAM software

Property management system

IP Agent telephone system

Telephone consoles

Job description

Position Summary

This position is responsible for handling hotel room reservation requests for the Sandia Resort & Casino and maintaining communication between customers, guests, and staff.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Provides superior customer service and positively effects interactions with customers.
2. Gives customers information on all room types and describes rooms positively and informatively.
3. Stays current with hotel occupancy, rates, and packages to provide accurate status of the hotel.
4. Stays up to date with all functions and special events pertaining to the Sandia Resort experience.
5. Makes changes to guest reservations when needed.
6. Cooperates and coordinates with Player Development, Sales, and Front Office departments to provide the best possible service.
7. Operates a computer-based telephone system routing internal and external calls to appropriate departments.
8. Handles and tracks all guest-related issues and their needs using EAM software.
9. Utilizes the property management system in support of Front Desk staff including room charges and guest privacy.
10. Confirms guest wakeup call requests into IP Agent telephone system.
11. Places out-of-state and international calls.
12. Coordinates specific information to both internal and external inquirers, as required.
13. Ensures punctual and regular attendance in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

1. Perform other job-related duties as assigned.
2. Provide a quality guest service experience for all team members working in public areas.

Team members in this capacity:

1. Serve as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflect trust, comfort, and understanding by demonstrating empathy when problems occur.
3. Resolve all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possess knowledge of all products and services offered.
4. Build relationships with guests based on respect and confidence while maintaining a friendly, approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPIs) identified as a measurement of success. KPIs will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPIs as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of telephone consoles and related equipment.
2. Capacity to promote positive guest relations with all telephone callers.
3. Ability to work cohesively with co-workers as part of a team.
4. Capacity to work with minimal supervision.
5. Aptitude to remain in a stationary position for extended periods of time.
6. Strong interpersonal communication skills.
7. Strong computer skills.
8. Ability to verify data input and correct errors.
9. Knowledge of dialing procedures, including long distance, international, and internal.
10. Basic data entry and/or word processing skills.
11. Knowledge of policies and procedures for the imparting of directory information over the telephone.

Education and Experience

Required:

1. One (1) year of experience in customer service.
2. High School diploma or GED equivalent required.

Preferred:

1. One (1) year of experience in Hotel/Call Center.

License/Certifications/Registrations

1. Must successfully pass a stringent background investigation.
2. Will require a pre‑employment and random drug screening.

Physical Requirements/Working Conditions

• Balancing: Maintain body equilibrium on narrow, slippery, or moving surfaces.
• Feeling: Perceive size, shape, temperature, or texture by touch.
• Finger Dexterity: Pick, pinch, type, or otherwise work primarily with fingers.
• Grasping: Apply pressure to objects with fingers and palm.
• Hearing: Perceive sounds at normal speaking levels and discriminate details.
• Kneeling: Bend knees to rest on one or both knees.
• Lifting: Raise or move objects from lower to higher positions or horizontally.
• Pulling: Exert force to draw, haul, or tug objects.
• Pushing: Press against something with steady force to thrust forward, downward, or outward.
• Reaching: Extend hands and arms in any direction.
• Sitting: Maintain a seated position for sustained periods of time.
• Standing: Maintain a standing position for sustained periods of time.
• Stooping: Bending body downward and forward at the waist.
• Talking: Express ideas verbally with clarity and accuracy.

• Working Conditions:
  • Occasional lifting of up to 10 pounds and frequent light lifting.
  • Requires close visual acuity for tasks such as reading, transcribing, or viewing a computer terminal.
  • Indoor environment protection from weather; not exposed to significant temperature changes.
  • Ambient noise may require speaking loudly to be heard.
  • No substantial environmental hazards as typical office or administrative work.

Equal Employment Opportunity Statement

This organization is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or genetic information.