Reservations & Guest Experience Specialist

Morongo Casino Resort & Spa; Cabazon (CA); On-site; USD 21,000 - 30,000; Full time

Job summary

Morongo Casino Resort & Spa in Cabazon, CA is seeking a Reservations Agent to deliver exceptional guest service by managing individual and group bookings, handling hotel switchboard operations, and providing detailed property information.

The role serves as a key contact for guests before arrival, ensuring accuracy and professionalism throughout the booking process and supporting cross-department collaboration for seamless operations.

Qualifications

• Excellent verbal communication and professional telephone etiquette.
• Strong attention to detail and ability to manage multiple tasks efficiently.
• High level of organization and problem-solving in a fast-paced environment.
• Familiarity with Opera, Maestro or similar PMS preferred.

Responsibilities

• Process reservations via phone, email, and online booking platforms with accuracy.
• Provide detailed information about room availability, rates, packages, and amenities.
• Modify, confirm, or cancel reservations per guest requests and procedures.
• Promote and upsell resort services, such as dining, spa, and room upgrades.
• Assist with group reservations and corporate bookings by coordinating with internal departments.
• Operate the hotel’s PBX system to answer and route calls professionally.
• Facilitate timely communication between guests, departments, and team members via internal systems.
• Handle guest inquiries, concerns, and service requests over the phone with a friendly, solution-focused approach.
• Manage paging, wake-up calls, and interdepartmental messages as needed.
• Provide guests with information about services, amenities, and local attractions.
• Resolve reservation- or phone-related issues promptly to ensure guest satisfaction.
• Maintain accurate records in the reservation system and logs.
• Share room availability updates with Front Desk and Housekeeping to ensure smooth ops.

Skills

Verbal communication

Multitasking

Organizational skills

Customer service

Education

Associate’s degree in Hospitality or related field

Tools

Reservation software

PBX systems

Microsoft Office

Job description

Morongo Casino Resort & Spa in Cabazon, CA is seeking a Reservations Agent to deliver exceptional guest service by managing individual and group bookings, handling hotel switchboard operations, and providing detailed property information.

The role serves as a key contact for guests before arrival, ensuring accuracy and professionalism throughout the booking process and supporting cross-department collaboration for seamless operations.