PBX Reservation Agent

Casino Del Sol•Tucson, AZ

3h•Onsite

About The Position

The PBX Reservation Agent creates an outstanding first impression by promptly answering incoming phone calls and speaking professionally. The agent is responsible for initiating accurate guest reservations in an informative, knowledgeable, and courteous manner using a reservations software system. This role responds to phone inquiries, catering to the needs of hosted and mid-level guests, and promotes Casino Del Sol's comprehensive entertainment opportunities. The agent also assists Player Services and Player Development staff with customer service for mid-level and hosted guests, ensures guest profiles are properly noted, and issues point vouchers and complimentary services for Food & Beverage outlets. Additionally, the agent helps facilitate special events, notifies management of unresolvable guest needs, meets department goals, and promotes the property's outlets and amenities.

Requirements

Knowledge of Casino Del Sol’s hotel and entertainment/special promotions software system(s).
Knowledge of Casino Del Sol’s services, promotions, and events.
Knowledge of applicable regulatory, departmental and Casino Del Sol policies and procedures.
Strong organizational, planning, and time management skills.
Computer proficiency with word processing and spreadsheet applications as well as a player tracking system.
Strong communication skills.
Skill in working courteously with the public as well as developing and maintaining good working relationships.
Ability to generate business by signing up guests for the Player’s Club program as well as increasing mid-level and hosted guest play via phone.
Ability to respond calmly and diplomatically when handling guest demands.
Ability to keep aware of the constant changes and enhancements of the Player Services program and its benefits.
Ability to follow directions and work effectively in a fast-paced environment.
Ability to perform basic mathematical computations pertaining to the position.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to work in a smoking environment.
Ability to stand and walk for long periods.
Ability to lift and carry up to 25 pounds with or without a reasonable accommodation.
One year of guest service and or sales experience as front-line staff member in call center, retail, or hospitality industry.
Computer proficiency with MS Office suite, with touch-typing ability.
Ability to display data entry skills with high attention to detail while speaking in clear and gracious tone.
Must have a strong command of the English language and ability to speak for extended periods of time.
Must be able to work any shift, weekends, holidays, special events and overtime, as needed.
Must have employment eligibility in the U.S.
Must be able to obtain and retain a valid non-gaming license.
Must successfully pass minimum job-skills assessments.

Nice To Haves

High school or General Equivalency Diploma.
One to two years previous casino or hotel guest services experience, telemarketing, or retail sales experience.
Two years inbound call center experience.
Two years of commission-based sales and experience in customer resolution.
At least six months player tracking experience.
Bilingual (English/Spanish).

Responsibilities

Makes guest hotel and entertainment/special promotions reservations in an informative, knowledgeable and courteous manner using a reservations software system.
Promotes Casino Del Sol’s comprehensive entertainment opportunities by interacting with guests in an enthusiastic, helpful, and friendly manner.
Assists Player Services and Player Development staff with focused customer services on mid-level and hosted guests.
Ensures guest profiles are properly noted in the reservations and entertainment/special promotions software system for action by the appropriate department(s) in creating a continuing level of exemplary customer service.
Issues point vouchers and “complimentary services” up to a limit of $50.00 for Food & Beverage outlets.
Ensures charges, credits and “comps” are posted to individual guest folios.
Helps facilitate special events inclusive of staffing the registration areas and guiding guests into the event or promotion.
Notifies management or supervisor of guest needs and requests they are unable to handle; follows up to ensure needs were met.
Meets department goals and quotas inclusive of booking loyalty, host and special event reservations through the use of the Guest Services queue.
Promotes the property’s outlets and amenities by communicating with guests on restaurants, concerts, and other outlets such as spa, retail and pool.
Fosters teamwork by working collaboratively with co-workers and ensuring that work is completed.
Adheres to applicable regulatory, departmental, and Casino Del Sol’s policies and procedures.
Presents a well-groomed appearance at all times.
Assists with Hotel Front Office duties as assigned.
Performs other job-related duties as assigned.