Reserv Sales Agent

Job Summary

Answers all incoming calls (within three rings) from guests, casino, Sales Team, and the internet while ensuring guest satisfaction. Enters and confirms bookings into the reservation system according to company’s standards.

Job Description

• Answers incoming telephone calls within three rings, responds to guest questions and describes rooms, amenities, and rates.
• Accurately enters room bookings into central reservation systems.
• Maintains an inventory of vacancies, reservations, and room assignments.
• Offers the guest alternative dates, waitlists the guests, and calls back if there are cancelled rooms.
• Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.
• Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests service needs; and thanks guests with genuine appreciation.
• Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.
• Assists with entering failed 3rd party reservations accurately and in a timely manner and communicate completion with team.
• Makes other reservations such as restaurant, shows, etc.
• Maintains and organizes work area.
• Partners with and assists other team members to promote an environment of teamwork and achieves common goals.
• Attends staff meeting/trainings for update on ongoing hotel activities and promotions.
• Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Notifies Security of any guest reports of theft.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Performs all other duties.
• Does not provide supervision to others.
• High school diploma or general education degree (GED).
• 1 to 2 years of related experience and/or training.
• Guest service experience preferred.
• Must be age 21 years of age or older.
• Knowledge of Microsoft Office.
• Ability to type 35 WPM.
• Ability to learn the hotel/hospitality systems.
• Ability to effectively communicate with guests and team members verbally or in written form.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Ability to multi-task and work in a fast-paced environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.