VIP Reservations Specialist - Elite Guest Experience

Hard Rock Hotel & Casino Ottawa; United States; On-site; USD 22,000 - 33,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino is seeking a Specialist to handle complex reservations and VIP bookings, with emphasis on group arrangements and multi-channel guest communication. The role involves resolving guest concerns, and maintaining high-quality service while representing the brand in a fast-paced environment.

The Specialist develops advanced reservation skills, works closely with Customer Care and Hotel Sales, and strives to deliver memorable guest experiences through professional,

Qualifications

• One (1) year or more of directly related experience in an inbound contact center.
• Effective, demonstrable computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Strong Business Writing skills and ability to communicate in multiple channels professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages.
• Strong verbal communication and interpersonal skills.
• Experience handling guest calls in a sales-oriented inbound environment.
• Experience handling reservations in the casino / hospitality industry is a plus.
• Ability to work independently and under direct supervision, while maintaining a high level of productivity.

Responsibilities

• Answer inbound telephone calls in a skills-based environment for hotel, dining, events and entertainment reservations.
• Research and investigate guest concerns from calls, emails, surveys and social channels.
• Respond to guest inquiries and research concerns across calls, chat, text, and emails.
• Escalate and resolve guest issues while maintaining a positive guest experience.
• Assist in reviewing charges on hotel folios and support guest satisfaction to encourage return visits.
• Coordinate with Customer Care and Hotel Sales to manage group-related room inventory and master accounts.

Skills

Inbound calls

Computer skills

Business writing

Social media knowledge

MS Office

Verbal communication

Sales experience

Reservations experience

Tools

LMS

ARTS

CMP

Job description

Seminole Hard Rock Hotel & Casino is seeking a Specialist to handle complex reservations and VIP bookings, with emphasis on group arrangements and multi-channel guest communication. The role involves resolving guest concerns, and maintaining high-quality service while representing the brand in a fast-paced environment.

The Specialist develops advanced reservation skills, works closely with Customer Care and Hotel Sales, and strives to deliver memorable guest experiences through professional,