Reservations & Guest Experience Specialist

Cache Creek Casino Resort; Oceanside (CA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Great Pay

Opportunities to Grow

Dental Insurance

Life Insurance

Paid Time Off (PTO)

Weekly Paychecks

Affordable Healthcare

Medical Insurance

Vision Care Insurance

401k Savings Plan

Tuition Reimbursement

Employee Discounts

Direct Deposit

Job summary

Cache Creek Casino Resort is seeking a Reservations Agent to warmly welcome guests, manage hotel bookings, and upsell during every guest interaction. You will ensure fast, accurate service, handle VIP needs, and support overall guest satisfaction across the property.

Responsibilities include booking packages and group reservations, guaranteeing bookings, and maintaining professional, confidential operations.

Qualifications

• Three to six months related experience and/or training.
• One year certificate from college or technical school; or equivalent combination of experience and education.
• Must be at least 18 years of age.
• Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to present information clearly.

Responsibilities

• Create and ensure a fun-filled, sophisticated and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Participate as a team player.
• Act as a role model using consistent, approachable demeanor and script when answering phones.
• Remain exceptionally calm and focused under pressure, setting an example for the department.
• Learn the habits and preferences of repeat and VIP guests, and use knowledge to enhance guest experience beyond expectations.
• Maintain a safe, secure and comfortable environment for our guests and employees.
• Ensure all guest contact is courteous, informative, individualized and thorough; deliver exceptional upscale guest service to VIP guests and all guests.
• Book a variety of reservations, including packages, group business, and casino comps.
• Ensure that all reservations are guaranteed with a credit card or cash deposit.
• Help streamline departmental operations by providing feedback on policies and procedures, work processes and program effectiveness.
• Ensure duplicate reservations are voided.
• Administer superior guest service by anticipating guest needs.
• Process hotel reservations and pre-assign rooms and suites if necessary.
• Maintain a professional, clean and organized work environment.
• Report incidents to supervisor, security or manager.
• Maintain confidentiality at all times.
• Take corrective action to prevent immoral or unlawful situations.
• Review status and progress with supervisor.
• Achieve occupancy and revenue goals.
• Complete all reports accurately and on time.
• Display excellent phone, computer and hotel system knowledge; use to enhance guest experience and employee satisfaction.
• Maintain knowledge of property, directions and events to provide guests with information they may need or like to obtain.
• Make self available and provide assistance during emergencies.
• Present the company positively and professionally.
• Perform other tasks as assigned by management.

Education

One year certificate from college or technical school

Three to six months related experience and/or training

Equivalent combination of experience and education

Must be at least 18 years of age

Job description

Cache Creek Casino Resort is seeking a Reservations Agent to warmly welcome guests, manage hotel bookings, and upsell during every guest interaction. You will ensure fast, accurate service, handle VIP needs, and support overall guest satisfaction across the property.

Responsibilities include booking packages and group reservations, guaranteeing bookings, and maintaining professional, confidential operations.