Reservations Agent

Description

Performs a variety of tasks including: making reservations and answering/routing phone call, check out guests, delivering messages, handling complaints, disseminating information. The Agent is often the first encounter a guest has with hotel guests and is thus very influential in creating the first impression of the hotel. Must use reservation script, but not sound scripted.

Principal Duties & Responsibilities

Enhances the guest experience by providing exceptional service.

Ensures calls are answered promptly and in accordance to department standards.

Answer incoming phone calls, and/or transfer to appropriate department or guest room

Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.

Relays “guest requests” to appropriate staff.

Enters text messages for guests into the property’s management system as requested; relay guest messages.

Follows established emergency procedures and acts as a communications link in emergency situations.

Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.

Answers fax and email inquiries.

Confirms and modify reservations.

Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.

Assists guests in fulfilling their requests – room changes, extra amenities, etc.

Posts charges to guest folios when needed.

Assists guests in resolving complaints.

Email/fax guest credit card/gift card authorization forms and guest folios.

Confirm guest reservations weekly.

Pre-charge guest for package reservations.

Processes and submit end-of-shift reports.

Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.

Reviews folios with guest ensuring accuracy; perform checkout.

Adheres to department and property policies and procedures.

Offers luggage assistance and have guest car pulled around with ticket number.

Make dinner reservations

Reserve complimentary concert tickets, gift offers, and casino trips as needed.

Reviews previous reservations and arrivals to check for accuracy.

Knowledge, Skills, And Abilities Required

High school diploma or GED

Must project a professional and positive image.

High energy level.

Proficiency in typing.

Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.

Must project a professional and positive image.

Ability to handle and carry out instructions.

Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.

Must be able to maintain composure under stress in a fast pace work environment.

Must be able to sit for long periods of time.

Basic reading and math skills.

Ability to work a flexible schedule.

Excellent interpersonal and communication skills.

Must be able to communicate clearly and effectively with all Hard Rockers and guests.

Ability to understand and promulgate written memos, instructions, regulations.

Training

All employees are required to complete mandatory compliance training within thirty (30) days of hire date, then annually thereafter. Training marked with an asterisk below must be completed prior to reporting to their respective work area. The below courses are required for this position:

Active Shooter Awareness Training

Cybersecurity Awareness for the Workplace

General Employee Safety Training

Hazard Communication

Responsible Gaming Awareness Training

Title 31 Introduction and Overview

Title 31 SAR Incident Reporting Awareness Training*

PCI Credit Card Fraud Prevention

Sexual Harassment Awareness for Frontline

TRMG Title 26 & Form 8300 for Non-Casino Departments *

Working Conditions

Physical Demands How Often Environmental Conditions How Often

Standing O Extreme Cold R

Walking O Extreme Heat R

Sitting C Temperature Changes R

Lifting R Wet R

Carrying R Humid R

Pushing R Noise O

Pulling R Vibration R

Climbing R Hazards R

Balancing R Atmospheric Conditions R

Stooping R Cigarette Smoke O

Kneeling R

Crouching R

Crawling R

Reaching C

Handling C

Grasping C

Feeling R

Talking C

Hearing C

Repetitive Motions C

Eye/Hand/Foot Coordination C

C=Constantly (5-8 hours per shift), F=Frequently (2-5 hours per shift), O=Occasionally (Up to 2 hours per shift), R=Rarely (does not exist as regular part of job)

Please check the physical strength of the job from the categories listed below.

_____ Little physical effort

__X__ Light work

_____ Medium work

_____ Heavy work

_____ Very heavy work