Reservationist (Full-Time)
About The Position
The Reservationist works in the Resort Front Desk department and handles guest reservations in a friendly, efficient manner. The role quotes available rates and books rooms to maximize room revenue and average rates in accordance with Fortune Bay Resort Casino Guest Service Standards. The Reservationist provides information about resort services, facilities, hours, events, promotions, directions, and nearby attractions, and maintains accurate reservation records, profiles, and reports. The position requires professional guest service across phone, in-person, and email interactions, along with accurate handling of guest information and payment records.
Requirements
- High school diploma or equivalent (GED).
- At least 18 years of age.
- Basic computer proficiency, including Microsoft Office experience and the ability to learn hotel property management systems.
- Basic math skills, including accurately performing calculations, reconciling financial transactions, and balancing reports.
- Ability to work independently with minimal supervision during overnight shifts.
- Strong attention to detail and organizational skills.
- Excellent customer service and interpersonal communication skills.
- Ability to maintain confidentiality when handling guest information and financial records.
- Ability to obtain and maintain any required gaming license, if applicable.
- Ability to work overnight, weekends, holidays, and other shifts as business needs require.
- Ability to work 8 or more hours per day at a standing desk or computer; frequent standing and walking; occasional bending and light lifting up to 30 pounds; and use of a telephone and computer terminal.
- Ability to tolerate various scents, noises, and bright lights.
Nice To Haves
- Excellent communication skills.
- Ability to convey information and ideas clearly.
- Ability to evaluate and select among alternative courses of action quickly and accurately.
- Strong computer skills.
- Ability to work weekends and holidays.
- High school diploma or equivalent (also listed as a minimum qualification).
Responsibilities
- Approach guests and employees in a friendly, service-oriented manner and maintain a warm, professional demeanor.
- Maintain personal appearance and grooming standards, including wearing the proper uniform and name tag.
- Answer guest questions about hotel services, facilities, and hours of operation.
- Book room reservations and quote rates using the company’s standard rate-quoting scenario, with a focus on maximizing room revenue and average rate.
- Maintain accurate guest profiles and reports.
- Provide directions to the property and area attractions.
- Maintain knowledge of facility-wide events and promote the Wild Edge Players Club.
- Answer incoming and in-house calls courteously and professionally, providing information about the property and in-house promotions.
- Update reservation information and keep accurate records of bookings, cancellations, and payments.
- Assist customers by phone, in person, or email while providing excellent customer service.
- Determine room availability to fulfill reservation requests and customer preferences.
- Verify customer information and payment options.
- Assign rooms and send reservation confirmations by email or letter.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
