JOB DESCRIPTION Under the direction of the Hotel Reservations Manager, the Reservations Agent is responsible for assisting potential and current guests with all room sales needs and inquiries while meeting the Forbes Travel Five Star guidelines.

The Reservations Agent is the voice of the Hotel and the first impression for guests. The Reservations Agent provides Best in Class guest service through attentive and efficient room sales bookings / updates, while maximizing room revenue and occupancy.

Essential Duties & Responsibilities

1. Provides highest level of services experience to guests during all interactions, in active attempt to reach department and property defined goals and objectives.

Readily describes all of rooms physical elements and offers guest a choice of room type that satisfies their needs. Addresses guests concerns and provides exemplary solutions.

Accommodate in-house guest requests, ensuring high level of guest satisfaction at all times while aiming to exceed guest expectations.

2. Accurately inputs and organizes reservation information, internet, travel agency requests, and internal department communications with appropriate follow-up.

Maintains accurate notes of special requests and ensures guest requests are taken care of within Hotel Property Management System.

Partners with Hotel Front Desk Team to accommodate in-house guest requests / accommodation changes, to ensure high level of guest satisfaction.

Works closely with Casino VIP Services to accommodate players needs. Assists with Hotel concierge services, guest itineraries and coordination of intradepartmental communications according to established protocols.

Assesses guests requests and inquiries, offering creative suggestions and recommendations tailored to guests unique needs.

Consistently presents information in professional manner in both team member and business interactions, and always secures confidential and sensitive departmental and guest data.

Maintains accurate logs of special requests and ensures requests are blocked in PMS or Front Desk system. Prepares group guest lists prior to arrival as needed.

Controls and blocks rooms as well as pre-blocks for special groups. Ensures all reservations transferred to PMS or front office system are accurate.

3. Maintains strong understanding of selling strategy for hotel and stays current on status of room inventory. Strategically and mindfully sells hotel rooms to maximize transient room revenue using up-selling and yield management techniques per enterprise policy.

Upsells rooms, services and treatments according to established enterprise procedures to maximize all hotel outlet revenue.

Knowledgeable in Hotel hours of operations and amenities offerings such as Restaurants, Spa, Pool, Casino Promotions, Event Center, and special events.

4. Safeguards confidential nature of guests, Department, and enterprise data. Adheres to all health and safety policies and procedures set by enterprise.

Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills. Processes rooming lists accurately as well as all changes and cancellations for group reservations.

5. Provides administrative support to PBX Operators as needed. Performs other duties as assigned to support efficient operation of Department.

Education / Experience / Qualifications

• High school Diploma or GED required.
• One year experience in administrative office / hotel position required. Hotel room sales experience preferred.
• Minimum two years experience in Hotel Reservations or Hotel customer service role in high-end / luxury hotel required.
• Excellent telephone etiquette and verbal and written communication skills required.
• Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed.
• Excellent telephone etiquette and verbal and written communication skills required
• Ability to identify and prioritize issues.
• Excellent organizational skills
• Strong interpersonal skills
• Must possess friendly and outgoing demeanor.
• Must have ability to multi-task.
• Bilingual in a foreign language preferred.

Certificates / Licenses / Registrations

• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

Last updated : 2024-05-15