Agent, Room Reservations

OBJECTIVE:
Under the direction of Call Center Manager, this position’s primary function is booking room reservations for VIP & Transient guests at Barona Resort & Casino. A Definity Attendant Console within a multiple position operator center to relay incoming and outgoing calls, answers general questions about the Resort’s facilities and services, and handle guest requests. Casino environment which is smoke-free.
TYPICAL WORKING CONDITIONS:
This positions primary working condition is a fast-paced office environment, and at times may be under high stress.
ESSENTIAL FUNCTIONS:

1. Always be Barona NICE to fellow staff and players; find every opportunity to offer a friendly smile, wave and greeting.
2. Process all reservations including casino, leisure, group, wholesale and sales reservations in a customer-oriented and timely manner.
3.  Utilize proper sales techniques as set by management to yield maximum revenue and conversion production.
4. Effectively adhere to selling strategies as set by management to maximize revenue production.
5.  Ability to provide detailed information on all of Barona Resort services and amenities, including recreational activities.
6.  Maintains, clean, and organized work area.
7.  Completes daily checklist and tally sheet and forwards to Call Center Manager for updates.
8.  Assists Supervisor and or Manager with special projects.
9.  Required to attend and contribute in staff meetings.
10. Supports telemarketing campaigns to encourage guest participation at events, manage reservation line.
11. Protects Tribal assets through effective management of comps in alignment with Comp Master guidelines, participates in Comp training, and appropriately defines business decision of a comp exception notice.
12. Provides excellent internal and external guest services at all times and displays Barona’s Service Standards.
13. Facilitates the answering and directing of all telephone calls, displays excellent telephone etiquette and demonstrates an ability to recall frequently requested extensions.
14. Facilitates the answering and directing of all telephone calls, displays excellent telephone etiquette and demonstrates an ability to recall frequently requested extensions.
15. Advises the Call Center Manager, Assistant Manager or Supervisor regarding needed updates to the Resort Directory as required.
16. Is flexible in adhering to the weekly work schedule that may include graveyard shift.
17. Follows Barona’s code of conduct and all confidentiality rules and upholds all Service Standards.
18. Actively maintains and utilizes Synkros, LMS, and Barona Reservation programs. Barona Promo, event log, maintains current knowledge of all Casino promotions, special events, services, and amenities to provide guests with any needed information

NOTE: This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this occupation.
MINIMUM QUALIFICATIONS:
Must have computer knowledge to include some type of Property Management System (LMS experience preferred)
Excellent phone etiquette
Experience in Microsoft Word and Excel preferred
Ability to deal with changes, performs detailed work, work independently, and work in a fast paced environment
Bilingual (English/Spanish) preferred
REQUIRED EXPERIENCE: 
Miniminimum of 1 years resort hotel reservations experience in a 200 room hotel is preferred
REQUIRED EDUCATION:
High School diploma required, or equivalent
ALTERNATIVE TO MINIMUM QUALIFICATIONS:
None
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT: 
Please refer to Data Support Sheet for position.